Job Title: Client Service Manager II
Employer: Avaya Inc.
Job ID: 00004657
Business Unit: Avaya
Description & Requirements:
• Acts as a dedicated or designated liaison between the company and customers to improve customer satisfaction and to meet service level agreements.
• Responsible for the timely resolution of day to day problems and break/fix incidents for technical or operational issues.
• Configurations and customers are generally highly complex, strategic and/or global in nature.
• May team with any of the following to develop and implement an account management strategy that drives company revenue: account managers, project and program managers, engagement managers, systems engineers, sales team members, and service providers.
• Must use, train, and serve as a subject matter expert on a wide range of tools to steam line efforts in troubled case management, escalation, reporting and customer stewardship.
• Possesses and maintains a clear understanding of key customer service entitlements and proactively monitors on a daily basis.
• Must ensure service plans align with revenue objectives.
• Must have a high level understanding of the company's products and be able to leverage technical resources to expedite problem resolution.
• Work is performed with minimal direction and reviewed by senior management.
• Provides resolutions to a diverse range of complex problems.
• Typically requires 5 – 8 years' experience and a Bachelor's degree or equivalent experience.
• This job does not have supervisory responsibility.
Job Function: SERVICES
Job Level: Individual Contributor
Location: Nigeria (NG)
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