Client Service Manager

Date:  Jun 5, 2024
Location: 

Nieuwegein, UT, NL

Requisition ID:  36582

About Avaya

Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.

Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create.

The richness of Avaya’s global team diversity is our greatest strength, and we are committed to being a workplace where authenticity and individuality are celebrated and different perspectives are embraced. Learn more at www.avaya.com.

About the Opportunity

The purpose of this role is to act as a liaison between Avaya Operations Services and customers to ensure customer satisfaction and to meet operational service level agreements based on contractual obligations. This person develops and maintains customer relations by being the operational focal point for APCS scope being delivered to the customer.  This person should have a focus on customer service, an understanding of the company’s products, knowledge to be the focal point for ITIL core process, and the ability to leverage resources across different technical teams to expedite problem resolution. This position requires someone who can work independently to support multiple clients with complex configurations. With a strong technical understanding. This Role will require a detailed background check to be completed,  a VOG (Verklaring Omtrent het Gedrag) and signature of a NDA. 

Applicants should be a Dutch citizen or have a DigiD.

About the Responsibilities

  • Establish a relationship with clients for assigned accounts
  • Drive Technical Issues to Resolution. 
  • Customer advocate/escalation point into service delivery team 24 x 7
  • Maintains awareness of all customer projects or changes 
  • Lead critical client escalations (Incident Management)
  • Conducts customer and management briefings concerning operational decisions, scheduling requirements
  • Partner on Billing Issues, Contract Requests, SOW issues, Up-sell opportunity, Entitlements
  • Service level agreement compliance assurance and reporting
  • Conduct operation reviews as defined in the contract
  • Develop presentation materials as required for both customers facing reports and internal leadership discussions 
  • Provide technical guidance and support to Avaya Customer on the Avaya platform.
  • Understand customer’s business needs and able to formulate solutions.
  • Act as a point of escalation and assist in the resolution of technical issues.
  • Run on a minimum of a monthly basis performance and billing reporting.
  • Attend monthly service reviews with Avaya Customer and Avaya. 
  • Assist in support of planned maintenance.
  • Resolving queries related to reports or system functionality.
  • Resource to undergo and pass security clearance as required by Avaya Customer, prior to service start date.  

About You

EXPERIENCE: 

  • Security Clearance required, 
  • Knowledge of ITIL and ITSM, prefer at least foundations certification.
  • Prefer experience working in ITIL roles related to Incident Management, Problem Management, Change Management, Release Management processes.
  • Proficient in MS Office applications (Excel, Word, PowerPoint)
  • Prefer Telecom Experience 
  • Prefer working technical knowledge of Avaya platforms and capabilities  (min 5 years)
  • Previous experience in a customer facing role
  • Previous experience in technical role 
  • Ability to work across organizational boundaries to drive resolution
  • Resource to undergo and pass security clearance as required by Avaya Customer, prior to service start date

QUALIFICATIONS REQUIRED:

  • Avaya ACSS (Avaya Certified Support/Solution Specialist); Avaya ACIS (Avaya Certified Implementation/Integration Specialist
  • At least 10 years of hands-on technical experience with Avaya Unified Communications products:
  • Avaya Communication Manager, System Manager, Session Manager 
  • Avaya Presence and UC Products
  • Avaya Applications Ensablement Services (AES)
  • Avaya Session Border Controller (SBC)
  • Avaya Aura Media Server (AAMS)
  • Deep understanding of the CC environment and business needs:  Avaya CC: Avaya Oceana, Analytics, Avaya Experience Portal, Callback Assist,  Control Manager, Avaya Aura Device Services, Avaya Workspaces, Avaya Aura CC Elite, Verint Call Recording, Verint Workforce Management, Verint Engagement Management Avaya infrastructure: Pod-Fx, VMware, cloud Data center services, networking infrastructure, 3rd party systems (F5 load-balancers), Understanding of networking concepts, topology and infrastructure,  Understanding of integration components,   Strong documentation skills (reports, Visio, action plans, updating technical and functional documents, etc.)

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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).