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Client Service Manager II

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Date: Feb 11, 2019

Location: Shanghai, 31, CN

Company: Avaya Corporation

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.

Job Information

Job ID: 23661

Location: Beijing or Shanghai

Short Description

  • The CSM acts as a liaison between the company and assigned customers or business partners where there are contractual obligations in place for ongoing support services. The CSM manages contract compliance and financial responsibilities associated with assigned customer contracts.
  • The CSM leads and coordinates the work activities of a Customer Virtual Team (CVT) which implements product/service plans associated with the contracts. Responsible for the delivery of quality services via cross-function and third party teams inside and outside the customer.
  • The CSM creates and coordinates operational procedures to support assigned customer contractual commitments as well as maintaining an accurate record of financial/configuration changes that have occurred in any customer environment.  The CSM is responsible for aligning service plans and revenue with objectives, competitive service offerings, and market trends. They act independently or with sales channels, assess customer requirements, and may be asked to present solutions to customers and will form an integral part of the development and implementation of customer account plans.
  • CSM is responsible for CUSTOMER SATISFACTION (CSAT).  CSAT Score is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator for CSM and is part of Balanced Scorecard. CSAT Scorecards and awareness are managed by CSM and CSAT reports are to be derived on monthly or quarterly intervals.
  • CSM must have an understanding of the market and competitor trends in order to identify opportunities that drive revenue growth and demonstrate value to the customer.  The CSM typically requires 5 – 8 years of customer engagement experience and a Bachelor’s degree or equivalent experience. This job does not have supervisory responsibility, is performed with minimal direction and will be reviewed by senior management.
  • There is an additional responsibility for China CSMs on Customer Accounts P&L which may include revenue and expense forecasting, management of liability account portfolios, and manages equipment/asset inventory utilization.

Main Activities

  • Managing the day-to-day work of the maintenance delivery team in accordance with contracted terms.
  • Engaging with Account Managers and implementation teams developing, reviewing and finalizing the implementation plans for new projects, and achieving approval for opportunities. 
  • Supporting 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.
  • Score card and Thought Leadership Sessions.
  • Take and own the customer satisfaction scores
  • Monitoring, measuring and improving overall Customer satisfaction through process improvement, resource improvement and other steps, either directly or through escalation.
  • Supporting transition of projects from the delivery readiness team to the permanent delivery team, engaging appropriate resources to staff subsequent engagement phases, securing engineering support, and facilitating cross-geographic resource alignment.
  • Managing and monitoring budget by tracking and approving expenditures, controlling costs, validating vendor expenses, anticipating and correcting forecasting errors.
  • Managing risk and impact of Customer change requests and identifying service implications.
  • Developing proactive customer satisfaction programs

 

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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.

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