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Client Service Manager

Date:  Feb 18, 2021
Location: 

Moscow, MOW, RU

Requisition ID:  29362

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.

About the Opportunity

The Client Service Management team manages the service relationship with some of Avaya’s key Customers and Partners who demand and value the smoothest of interactions with regards services both reactive and proactive, recognizing the value that their infrastructure delivers, and the cost of it not performing at the highest possible level of service.

 

The person hired into this position will act as a dedicated or designated liaison between the company and customers to improve customer satisfaction and to meet service level agreements. Responsible for the timely resolution of day to day problems and break/fix incidents for technical or operational issues. Configurations and customers are generally highly complex, strategic and/or global in nature. They may team with any of the following to develop and implement an account management strategy that drives company revenue: account managers, project and program managers, engagement managers, systems engineers, sales team members, and service providers. Must use, train, and serve as a subject matter expert on a wide range of tools to streamline efforts in troubled case management, escalation, and fault avoidance through proactive engagement.

 

They will possess and maintains a clear understanding of key customer service entitlements and proactively monitors daily. Must ensure service plans align with revenue objectives. Must have a high-level understanding of the company’s products and be able to leverage technical resources to expedite problem resolution. Work is performed with minimal direction and reviewed by senior management. Provides resolutions and service recommendations to a diverse range of complex problems.

About the Responsbilities

  • Working directly with paying customers and/or partners
  • Guiding staffing delivery resources and ensuring that qualified internal and contractor resources are in place to meet program or other goals according to plan
  • Managing relationships between delivery resources on a daily basis, including contractors, site staff, local field service, engineering, supplier groups and Sales Account Managers
  • Conducting and participating in readiness reviews, service reviews, CSAT reviews and satisfaction reviews
  • Monitoring, measuring and improving overall Customer satisfaction through process improvement, resource improvement and other steps, either directly or through escalation
  • Managing risk and impact of Customer change requests and identifying service implications
  • Predicting service requirements
  • Tracking, facilitating and driving technical issue resolution within agreed SLA/SLO
  • Ensuring Entitlement accurately reflected in Avaya tools
  • Ensuring the customer is aware of potential risks, e.g. Life Cycle Management
  • Supporting contract renewal activities
  • Seeking additional revenue opportunities

About the Requirements

To be successful in this role you will need to be enthusiastic, have excellent attention to detail, ability to empathize, and ability to stand firm when necessary. You will be managing service support performance within Avaya.

Required Skills

  • Must be able to speak English sufficiently to easily communicate to the service support teams located across the globe
  • Avaya product portfolio expertise essential
  • Project management experience, and qualifications would be highly advantageous
  • Ability to present and summarize, complex situations to customers who may not be technical
  • Typically requires 8 to 10 years’ experience and a Bachelors’ degree or equivalent
  • Will be required to travel to sites for regular and emergency customer meetings, as required
  • Must have a driving license

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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. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).

 

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