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Client Service Manager
2 weeks ago
**About Avaya**:
**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 mínimal direction and will be reviewed by senior management.
**About the Responsibilities**:
- Manages the contractual obligations of Avaya to a Customer for ongoing support
- Overall quality and cost effective service delivery to the Customer.
- Complete operational ownership of assigned accounts
- Managing the technical/service delivery relationship with the Customer.
- Ensuring the currency of the equipment and services covered by the contract, the contract value, and the contract transition (in/out, renewals)
- Complete focus on the business users regular onsite account visits
- Education and Introduction of new offers into accounts
- Build pipeline in supported accounts
- Full utilisations of Service programs (SA and PASS)
- Develops customer satisfaction awareness programs for each account
- CSAT Reports are released on Monthly or Quarterly basis for each account
- Manages 3rd party vendor spend in assigned accounts with focus on cost reduction
- Manages Escalation communication and Governance for assigned Accounts
**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 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
EDUCATION/QUALIFICATION
- Bachelor’s Degree or above
- Proven Service Delivery Management experience
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