Senior Critical Accounts Program Manager

Date:  Nov 28, 2019

London, UKM, GB

About Avaya

Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As a global leader in delivering superior communications experiences, Avaya offers a complete portfolio of software and services for contact center and unified communications— offered on premises, in the cloud, or a hybrid. Today’s digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.

About the Opportunity

Highly visible leadership role providing an “Executive Level” customer safety net when existing Avaya and/or Customer processes fail. This individual is empowered with executive authority and is expected to relentlessly drive resolution, improve customer loyalty and deliver closed loop feedback to drive needed change back into the business. 

  • Manages executive level critical escalations for top strategic accounts and systemic conditions. Focus is on comprehensive problem isolation and urgency of execution as well as executive level leadership and communications.
  • Ensures complete plan is developed and tracked, identifying Problem(s), Actions and Root Cause delivery using escalation management processes and tool(s).
  • Possesses executive level authority to obtain, orchestrate and hold accountable all appropriate cross-functional Avaya resources required to effect timely resolution of customer’s issues. Cross-functional facilitation of geographically dispersed work teams. Ensures that all resources are working effectively as a collaborative team and meeting commitments.
  • Provides timely communications to all levels - internal and external.  Collaborates with Sales in managing all customer executive communications.  Ensures that Avaya executives are appropriately apprised of conditions.
  • With appropriate Avaya group(s), captures, categorizes, accurately records, and internally communicates, post issue resolution true root cause(s) of the customer issue(s).
  • Collaborates with appropriate Avaya senior executives to ensure that Customer Support, Business Units and/or Sales, owning the broader root cause(s) responsibility are held accountable for action planning, executive communications and resolution.
  • Conducts Risk Assessment and Mitigation projects to ensure gaps are addressed to meet customer commitments.
  • Excellent communication skills, written and oral (Executive Level)
  • Outstanding skills and experience in complex problem solving
  • Outstanding Leadership skills; ability to manage complex conditions and drive accountability at all levels - above and below
  • Comfortable with all levels of customer engagement and interaction.  Individual will need to manage executive expectations and coordinate technical resources.
  • Ability to work with a wide range of people (from top level C-level executives down) and to adapt quickly to a wide range of situations and industries
  • Excellent ability to analyze and resolve complex operational and strategic issues, focused on driving financial, operational and organizational improvements
  • Leadership and experience in Project and/or Program Management
  • Knowledge and experience with Avaya product Portfolios and Business Units
  • Self-motivated, adaptable, highly flexible with outstanding work ethic
  • Education / Training:
    • Bachelor Degree (Engineering, Computer Science, or Applied Sciences) / MBA preferred but not required
    • PMP training/certification
    • 8D Problem Solving Methodology / Kepner-Tregoe
    • Lean/Six Sigma training/certification

Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. For Job Postings within European GDPR Countries you can access this document for additional Data Privacy Information: https://www.avaya.com/en/documents/gdpr-info-applicants.pdf