Client Service Manager II
Gurgaon, IN
About Avaya
Job Information
Job Code: 00139364
Job Family: Services
Job Function: Value Added Services
Responsibilities
Responsibilities:
. Primary responsibility is to develop a trusting relationship with customer management and ensure
customer satisfaction.
. Serve as the customer’s primary point of contact and the internal advocate for the customer.
. Proactively build & sustain relationship in the senior customer IT organization through strategic
governance meetings and beyond.
. The position handles service delivery/ project management and serves as a point of escalation for the
customer.
. Work closely with the Account team & the Support team leads to deliver results.
. Build and maintain strong client relationships and become the single point of escalation for the client
across all products/platform understand client workflows and assist with addressing pain points Participate
to internal projects when required.
. Conduct business reviews with clients on periodic basis.
. Address customer issues/concerns in accurate and timely manner.
. Work closely with clients to understand the business needs and to explore opportunities for growth.
. Work with management in developing timely solutions for client requirements.
. Provide business advice and consultancy to clients in effective manner.
. Maintain security and confidentiality of client information.
. Lead critical customer escalations.
. Own the Incident, Request, Release, Change and Escalation management processes, ensuring high levels of
performance in these processes, accurate reporting and establishing service improvement activities when
required
. Root cause Analysis.
. Lifecycle Management - Engage with Customer/Partner to proactively advise of Services Lifecycle
milestones. CSM/SDM will analyse the customer solution using the published Avaya Lifecycle Matrix and
Policy, and advise where action is required now, and where future budgetary planning is required for
product upgrades
. Proactive Services - represent Avaya and facilitate Business Continuity Planning and Compliance Reviews,
Risk Management Reviews, and Change Management Reviews. The SDM/CSM will assist with engagement
of Avaya Professional Services for Security Audits and Network Readiness Assessments.
. Contract, SoW review & documentation experience.
. Analysing third-party as well as internal processes, and creating strategies for service delivery optimization
. Participation in Contract renewals – migration from perpetual to subscription, add-on, etc
. Be a thought leader and drive innovation and transformation conversations with the Customer.
Experience
Education
Preferred Certifications
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