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Client Service Manager II


Shanghai, 31, CN

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: 24882

Short Description

The CSM acts as a liaison between the company and assigned customers where there are contractual obligations in place for ongoing support services. The CSM manages contract compliance, service deliverables 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.
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
Key Skills
• Excellent verbal and written communication skills
• Excellent project management skills
• Strong Excel skills
• Key understanding of the ‘voice of the customer’
• Proven experience in dealing with global customer satisfaction programs
• Excellent business acumen, not specifically IT focused
• Ability to work effectively with all regional leaders to implement global service offerings

8 - 10 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