Customer Success Manager

Customer Success Manager

At Avaya, our Customer Success Managers serve as the owner of the post-sales relationship focused on driving adoption, expansion, and retention of the customer. If you join our team, your day to day focus will be highly visible within the company and will focus on relationship building, providing management and compliance against complex custom contracts, and driving the outcomes necessary for the success of our customers; thus delivering increasing value to them as well as to Avaya.

Responsibilities include:

• Retain & grow services revenue for Avaya's largest enterprise customers
• Develop strong customer relationships and serve in the role of trusted partner
• Orchestrate customer experience throughout the services lifecycle
• Drive customer's business outcomes: Engage with customer leadership & key stakeholders to identify their business drivers & objectives. Work across the customer business to understand how they currently use technology solutions for CX and EX, develop a joint success plan and support them on the journey to maximize benefit from existing technology to expand. Build use cases to leverage new Avaya offers and services to meet and exceed targets.
• Contribute to close-loop feedback with Product Line Management to ensure the voice of the customer is considered in product advancement
• Support Avaya leadership by bringing executive alignment to significant issues with the customer
• Facilitate structured governance and QBR meetings with customers with defined outcomes and action log
• Monitor scope, high level KPI performance, compliance
• Track account profitability and service margin metrics and target improvement/mitigate risk
• 3rd party management
• Evaluate renewal timelines and begin proactive renewal motions.
• Collaborate with key Customer contacts and Avaya/partner Sales to identify upsell or expansion opportunities.
• Log and report key account insights, feedback, and status to internal stakeholders
• Drive time to value outcomes

The ideal candidate will have the credentials and ability to form a part of the Avaya Leadership succession plan.

Requirements:

• Strong direct and demonstrated customer success experience
• Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness across multiple teams
• Solution-oriented mindset to understand and solve complex customer issues
• Ability to lead, manage or influence both internal Avaya and customer resources to achieve successful outcomes
• Ability to collaborate effectively across cross-functional teams and engage with senior executives
• Strong understanding of governance models, customer success frameworks, service design and fiscal management of service delivery
• Deep knowledge of Avaya's core and cloud services, or similar enterprise technologies, and their application to drive customer success.
• Demonstrable commercial nous
• Eager to learn innovative technologies and develop application strategies for customer environment.
• Excellent communication (written/verbal), negotiation, and critical thinking skills, with a strategic mindset to drive performance and growth.