Digital North America Customer Success Director at Avaya in Raleigh, North Carolina

Posted in Other 4 days ago.





Job Description:

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 www.avaya.com.

About the position

This individual will oversee our Public Cloud Customers and solutions, ACO, CCaaS and Spaces business, from onboarding to revenue retention. The Individual will also manage both the Avaya and Contractor resources and provides governance and oversight over several initiatives: Customer Success Platform roll-out, Gainsight, Future Worx collateral creation and roll-out for automation of processes and key customer touch points and ultimately working collaboratively and driving end to end customer engagement processes, Adoption, Expansion and Renewals.

To be successful in this role you will have to have strong leadership skills, be able to work in a matrix organization, have experience in a SaaS business overachieving on Net Revenue Retention targets and providing best practices and insights to a growing SaaS business.

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About the responsibilities

The primary job functions are to manage the existing North America Avaya and Contractor resources and scale for gorwth

Provide best practices and oversight for the post sales activities to drive onboarding, adoption, expansion, and renewal.

Responsible for revenue forecasting on a monthly basis

Work with team to improve Net Promoter Score (NPS) and increase customer references and stories

The job also includes scaling and optimizing the business for growth which includes developing or fine-tuning best practices, reporting and customer analysis and working with cross functional teams, sales, services, support, engineering, and partners.

Provide team, business, and customer insights to better manage and grow the business

About the skills

Proven track record in managing a comprehensive team in a SaaS business.

Strong results in driving key customer success KPIs

Demonstrated ability to improve end-to-end processes based on industry best practices and lessons learned

SKILLS & COMPETENCIES

Management experience, team compensation setting, appraisals

Customer Engagement and Success competencies and proficiencies

Knowledge with customer success tools and processes

Experience with budgeting, revenue forecasting and revenue management

Office 365 skills

Education

Bachelor degree or equivalent experience

Preferred Certifications

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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 https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).