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Coppell

    Client Service Manager III - Coppell, United States - Avaya

    Avaya
    Avaya Coppell, United States

    1 week ago

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    Description

    ** Client Service Manager III**

    Date: Feb 22, 2022 Location: Coppell, TX, US

    Requisition ID: 32194 **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 **ABOUT THE OPPORTUNITY**

    Applicants must already be located in the U.S. and roles are not eligible for sponsorship. The Service Delivery leader provides direct supervision of a staff of up to 15 Service Delivery Managers responsible for overseeing problem resolution and contract compliance for specific strategic customers. Has overall accountability for customer satisfaction, service level agreements (SLAs), and service delivery oversight. Monitors operations and provides direction and training as required; may perform ongoing process improvement initiatives associated with the organizational unit. Responsible for all personnel actions such as hiring, salary and performance reviews, corrective actions, etc. Works with limited guidance on projects within defined criteria. Provides resolutions to a diverse range of complex problems

    #LI-LD1

    #LI-Remote

    **ABOUT THE RESPONSIBILITIES**

    Provides day-to-day supervision of assigned personnel and accounts to ensure good customer relations and a constantly high level of customer satisfaction is maintained.

    Responsible for managing/coordinating/escalating post sales technical support to both support personnel and customers in a specified area.

    Monitors operations and may provide guidance and training as required

    Provides solutions to a diverse range of moderately complex problems

    May provide direct supervision for up to 15 support associates

    Develops personal growth opportunities

    Accomplishes staff results by communicating job expectations, planning, monitoring, and appraising job results.

    Coaches, counsels, and disciplines employees, if necessary

    Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending service improvements.

    ** ABOUT THE REQUIREMENTS**

    **EXPERIENCE:**

    Minimum Bachelors Degree or equivalent

    ITIL Certification preferred

    Previous experience with Avaya or knowledge of Avaya portfolio is highly beneficial

    5 years+ proven Service Delivery Management experience

    Must be willing to travel to meet customers, generally less than 20% travel requirements.

    Communications or cloud industry experience highly beneficial

    Knowledge and experience in business, supervision and management.

    Knowledge of the functions, operations, and mission of service delivery management

    Strong written and spoken communication skills

    Outstanding interpersonal relationship building and employee coaching and development skills

    Management experience in a team-oriented workplace preferred

    Demonstrated ability to lead and develop a department and department staff members

    **SKILLS & COMPETENCIES:**

    Excellent verbal and written communication skills

    Excellent project oversight and resource management skills

    Strong MS Office 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 cross functionally as required to deliver against customer expectations

    General knowledge of Cloud environments

    Excellent organizational management skills

    Demonstrated ability to serve as a knowledgeable resource to the organizations management team

    Performance Management

    Results Driven

    Foster teamwork

    Handles pressure

    Giving feedback

    **ADDITIONAL INFORMATION:**

    Remote, Virtual Office

    **EDUCATION/QUALIFICATION:**

    Minimum Bachelors Degree or equivalent experience

    ** COMPENSATION - SECTION PERTAINS TO COLORADO APPLICANTS ONLY**

    (Colorado only*) Minimum salary of $107, bonus + benefits.

    Note: Disclosure as required by sb of the minimum salary compensation for this role when being hired into our offices in Colorado.

    **Experience**

    7 - 10 Years of Experience **Education**

    Bachelor degree or equivalent experience **Footer**

    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 ) and applicable Privacy Statement relevant to this job posting (accessible at ).

    **Nearest Major Market:** Dallas

    **Nearest Secondary Market:** Fort Worth

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