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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).