Share this Job

Global Account Manager II


Chicago, IL, US

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.

Short Description

Role Summary:  Manages global account activities required to achieve account quotas (global accounts are target accounts which have been identified as key strategic accounts).  Maintains full accountability for assigned account(s) and takes responsibility for ownership of Avaya's presence and reputation within all assigned account(s). Actively participates on account team to develop account strategy.  Coordinates support teams to drive demand, promotes customer participation in CSAT activities, and responds to issues and escalations promptly.  Leverages the entire sales network to drive the end-to-end sales process and increase demand. Responsible for driving activities to ensure customer and partner satisfaction.

  1. Provide support for daily activities required to manage existing global accounts -  this client is a provider of technology solutions, services & support
  2. Leverage key internal specialists and partner organizations within the sales network to drive demand in assigned account(s).
  3. Serve as the customer’s advocate and maintain a high level of customer satisfaction. Ensure customers participate in CSAT activities as directed.
  4. Drive customer and partner satisfaction by responding to issues and escalations in a timely manner.
  5. Articulate Avaya's solution offerings and how they meet the needs of the customer. Quantify the value of Avaya solutions, in hard and soft returns, in the context of the customer's financial and strategic objectives.
  6. Stays informed of the customer planning process and actively participate on the virtual account team to create an account strategy.
  7. Utilize sales methodology, process, and tools to drive the end-to-end sales process and grow sales motions.
  8. Execute within a value-based selling approach, focusing on understanding the customer's business issues.
  9. Deliver customer roadmap presentations and discussions linked to specific customer needs.
  • Demonstrates business acumen and awareness of customer business priorities.
  • Able to develop consultative relationships with customers and partners to fully understand needs and identify opportunities.
  • Can conduct research and use business knowledge to create customer business and financial profiles to better position self and Avaya. Leverages financial information to manage business and drive customer discussions.
  • Proficient in holding customer conversations that have impact at every stage of the customer buying process.
  • Has an understanding of cultural differences with the ability to interact appropriately across cultures.
  • Manages time effectively within the context of a 24 hour/day global role.
  • Can quickly find common ground and solve problems for the good of all with minimum of noise. Can represent own interests and yet be fair to other groups.  Seen as cooperative and a team player who easily gains trust and support of peers. Encourages collaboration and can be candid with peers.
  • Chicago and Austin are desirable location, but qualified candidates from other regions will be considered.
5 - 8 Years of Experience
Bachelor degree or equivalent experience

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  #LI-HK1

Nearest Major Market: Chicago