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Service Success Manager

Date: 
Location: 

Singapore, 01, SG

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: 27301

Short Description

The SCBM directs the pre-sales and post-sales service processes for large Managed Services clients. SCBMs manage contract compliance and all financial responsibilities associated with APCS contracts. The SCBM leads and coordinates all client retention and upsell activities for various products/services associated with the contract. The SCBM has account P&L responsibility that includes revenue and expense forecasting, management of liability account or loan portfolios, and manages equipment/asset inventory utilization when applicable. Responsible for aligning service plans and revenue with objectives, market trends, and in displacement of competitive service offerings. Acts independently or with sales channels assessing customer requirements, makes presentations to customers, and develops customer account reviews in order to establish Avaya as a strategic partner.

  • Maintains & grows the revenue and profit for assigned accounts
  • Develop a strong relationship with client executives up to the manager of Operations level.
  • Helps develop plans & strategies that anticipate client’s evolving business requirements
  • Supports PCMS leadership by bringing executive alignment to significant issues with the customer
  • Escalating support issues and owning the issues to resolution/restoration
  • Monitoring, measuring and improving overall customer satisfaction through process improvement, resources improvement and other steps, either directly or through escalation
  • Engaging with account managers and implementation teams developing, reviewing & finalizing the implementation plans for new projects, and achieving approval for opportunities.
  • Managing relationships between delivery resources on daily basis, including contractors, site staff, local field services, engineering and supplier groups
  • Conducting and participating in readiness reviews, services reviews & satisfaction reviews
  • Supporting transition of projects from the delivery readiness team to the permanent delivery team, engaging appropriate
  • Managing and monitoring budget by tracking and approving expenditures, controlling costs, validating vendor expenses, anticipating and correcting forecasting errors
  • Managing risk and impact of customers change requests and identifying services implications

TYPICAL EXPERIENCE

  • Requires Bachelor’s degree with solid track record in generating services revenue and sales
  • Proven experience in managing client relationships, developing strategies and facilitating escalations
  • Sound knowledge of IP telephony and Contact Center solutions, preferrably utilizing Avaya or similar products and services.
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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).

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