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Client Service Manager

Date:  Feb 20, 2021
Location: 

Tokyo, 13, JP

Requisition ID:  29259

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 CSM acts as a liaison between the company and assigned customers where there are contractual obligations in place for ongoing services. The CSM manages contract compliance, service deliverables and financial obligations associated with assigned customer contracts. 
  • The CSM drives 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 guide assigned customer contractual commitments as well as maintaining an accurate record of financial/configuration changes that have occurred in any customer environment. 
  • The CSM oversees aligning service plans and revenue with objectives, competitor service offerings, and market trends. They act on their own 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 knowledge of the market and competitor trends in order to identify opportunities that drive revenue growth and demonstrate value to the customer. This job is performed with minimal direction and will be reviewed by senior management.

About the Responsibilities

  • 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.  
  • Guiding 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.
  • 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
  • Overall Account ownership and accountability

About the Requirements

EXPERIENCE

•    Proven Service Delivery Management experience and business engagement experience with cultural diversity with background in related industry 
•    Proven experience in dealing with global customer satisfaction programs
•    Ability to work effectively with all regional managers to implement global service offerings

SKILLS & COMPETENCIES

•    Excellent verbal and written communication skills 
•    Excellent project management skills
•    Strong Excel skills 
•    Key knowledge of the ‘voice of the customer’
•    Excellent business acumen, not specifically IT focused 

EDUCATION/QUALIFICATION

•    Bachelor’s Degree or above
•    ITIL Certification preferred

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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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