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Director of North American Customer Success

Date:  Dec 28, 2020

Raleigh, NC, US

Requisition ID:  29290

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 successful, visionary candidate will be responsible for guiding the next stage of the transformation of the Avaya North American CS organization into a world class, customer focused, adoption and growth resource supporting Avaya's N.A. community of end customers and distribution partners of our public cloud offerings. In addition, you will contribute to Avaya's Unified Communications (UC) business by playing a pivotal role associated with growth of Avaya's newest unified communication offerings. 


About the Responsibilities

  • The Director of N.A. Public Cloud Customer Success will oversee Avaya’s portfolio consisting of Avaya Cloud Office, Spaces and Contact Center as a Service.
  • The successful inclumbant will be an active participant in the planning, definition and roleout of Avaya’s strategies for Customer Success for the assigned portfolio and represents the needs of our N.A. customers within our global planning.
  • As the N.A. Customer Success leader, you will be responsible for setting and implmentating the customer engagement strategies for your team members to ensure our customers achieve their business goals associated with their investment in Avaya cloud services and remain delighted with their decision in invest in Avaya.
  • The leader of this team will also act as the advocate for our customers within Avaya and also a trusted advisor to them in support of the pursuits of attainment of their business goals.
  • In support of our N. A. sales goals, you will ensure our CSM’s are aware of, and aligning their individual customer engagements with the overall sales strategy for each account and working to identify new capabilities that can be positioned to assist the customer to achieve their business goals.
  • Daily activities include: Mentor and coach assigned team members; Remaining aware of competitors capabilities and knowledge of best in class Customer Success practices; Evaluating customer consumption data at the macro and mico levels and turning it into actionable insights that can be used to enhance our business strategies. Search for opportunities to automate our systems tools and processes to achieve higher levels of efficiency across our team and to achieve the highest level of NPS for the lowest headcount investment.

About the Requirements


  • For this role Avaya is looking for a seasoned indviidal, with experience leading a global Customer Success organization. The incumbent must be able to effectively engage at an executive level, have experience managing customer relationships, and when needed to work alongside their assigned team members
  • Experience working within a true “Born in the Cloud” business in a post sale capacity is an asset.


  • This is a full time position, with the opportunity to work remote from the team which is based in Raliegh NC. Business travel on a national, and occasionally international level, is a requirement of this role.


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).

Nearest Major Market: Raleigh