Customer Success Manager

About Avaya

Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. 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.

Avaya is a global leader in digital communications products, solutions, and services for businesses of all sizes delivering most of its technology through software and services. We enable organizations around the globe to succeed by creating intelligent communications experiences for our clients, their employees, and their customers. Every minute of every day, we power positive and productive interactions that drive customer loyalty, team collaboration and business success.

We’re focused on Innovation without Disruption, removing barriers, and placing our customers best interests at the forefront of everything we do. The world is evolving in technologically exciting ways, and we strive to lead revolutions in how businesses leverage the cloud, artificial intelligence, automation, and mobility.

We aren’t just focused on customer experience, we also prioritize the employee experience, and we work hard to engage and empower our people throughout their career with us. We’re seeking the best diverse talent to shape and transform how the world connects. Find out more at Careers at Avaya.

ABOUT THE OPPORTUNITY

The Customer Success Manager serves as the owner of the post-sale relationship, focused on driving the onboarding, adoption, expansion, renewal and NPS improvement. The CSM ensures all customers are successfully using the technology solutions they have purchased, understands how those solutions are driving critical business outcomes, and identifies potential opportunities to expand on those solutions.  

• Manage 4-8 of Avaya’s largest, most complex customers
• Establish and develop relationship with both economic buyer and end user leadership, ultimately becoming their most trusted advisor at Avaya
• Maintain, grow, renew, and retain recurring revenue for assigned customers
• Skilled with knowledge of all Avaya service offers
• Take accountability for the success of the customer, beginning at the onboarding phase
• Coordinate with key Avaya and customer stakeholders to manage expectations during the onboarding phase
• Facilitate the adoption of the solution, define success KPIs, drive awareness and education across multiple stakeholder groups
• Manage the P&L of the customer; understand the resources contractually required to deliver on the customer promise; be accountable to revenue results and projections across all customer initiatives and opportunities, including 3rd party contracts
• Run cadence of weekly checkpoints, MBR, and QBR to help track against success KPIs and discuss actions to address gaps
• Contribute to closed-loop feedback with the product team to ensure the voice of the customer is accounted for in enhancements and improvements
• Ensure Avaya is delivering on the promise to customer to achieve desired business value, and renew all contracts associated with that customer
• Revenue retention of supported accounts 
• Increase in incremental revenue with expansion or additional value-added services 
• Migration to Opex delivery model (such as subscription or cloud)
• Client Health score stable or improving
• Accuracy of renewal and revenue outlook
• Conducting of regular visits to clients, engaged at client executive levels
• Leadership of semi-annual or annual tailored road mapping program 

ABOUT YOU

• 8-10+ years of direct and demonstrated customer success experience in a SaaS model
• Experience selling and/or supporting software solutions, products and services
• Proven track record of success with a demonstrated history of meeting customer satisfaction goals
• Driven by personal, team and company achievement with a commitment to excellence
• 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
• Experience and comfort in interacting with and influencing customer landscapes
• Strong communication skills – written and verbal – with an understanding of situational best practices