Client Service Manager II Job at Avaya Nigeria

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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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