Director - Customer Service - Avaya - San Francisco

Job description:
Responsible for our executive customer relationships, customer satisfaction, overall contract fulfillment and financial responsibilities associated with assigned global managed services agreements.
Responsible for aligning service plans and revenue with Account Strategy and objectives, competitive service offerings, and market trends. Acts independently or with sales channels, assesses customer requirements, makes presentations to customers, and develops customer account reviews in order to establish the company as a strategic partner. Works with customer to understand customer direction and future business objectives and evolves service offering to proactively address those objectives.
Has P&L responsibility that includes revenue and expense forecasting, manages equipment/asset inventory utilization, and both short and long term outlook.

Leads cross-functional teams who implement product/services associated with technology and delivery deployments and manages all aspects of support.
Work is performed with minimal direction and reviewed by senior management.
Provides solutions to a diverse range of external and internal issues.

Basic Qualifications:
Typically requires 10-15 years of experience
Knowledge of Avaya technology solutions
Experience in a role which included measurement of customer satisfaction and revenue generation
Large, complex Account Management experience
Experience in executive-level relationships, communication, negotiations, and presentations
Experience in the enterprise communications market
Experience in the data and infrastructure market
Bachelor’s degree. MBA or other advanced degree a plus
5+ years professional services / consulting experience in related industry
Excellent verbal and written communication skills

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