Sr. Critical Accounts Program Manager

About Avaya

Avaya is an enterprise software leader that helps the world's largest organizations and government agencies forge unbreakable connections.

The Avaya Infinity platform unifies fragmented customer experiences, connecting the channels, insights, technologies, and workflows that together create enduring customer and employee relationships.

We believe success is built through strong connections – with each other, with our work, and with our mission. At Avaya, you'll find a community that values your contributions and supports your growth every step of the way.

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Job Responsibilities

Responsibilities

 Manages executive-level critical escalations for top strategic accounts and systemic conditions. Focus is on
comprehensive problem isolation and urgency of execution as well as executive-level leadership and
communications.
 Ensures complete plan is developed and tracked, identifying Problem(s), Actions, and Root Cause delivery
using escalation management processes and tool(s).
 Possesses executive-level authority to obtain, orchestrate, and hold accountable all appropriate cross-
functional Avaya resources required to effect timely resolution of customer's issues. Cross-functional
facilitation of geographically dispersed work teams. Ensures that all resources are working effectively as a
collaborative team and meeting commitments.
 Provides timely communications to all levels - internal and external. Collaborates with Sales in managing
all customer executive communications. Ensures that Avaya executives are appropriately apprised of
conditions.
 With appropriate Avaya group(s), captures, categorizes, accurately records, and internally communicates,
post issue resolution true root cause(s) of the customer issue(s).
 Collaborates with appropriate Avaya senior executives to ensure that Customer Support, Business Units
and/or Sales, owning the broader root cause(s) responsibility are held accountable for action planning,
executive communications and resolution.
 Conducts Risk Assessment and Mitigation projects to ensure gaps are addressed to meet customer
commitments.

Qualifications

 Excellent communication skills, written and oral (Executive Level)
 Outstanding skills and experience in complex problem solving
 Outstanding Leadership skills; ability to manage complex conditions and drive accountability at all levels -
above and below
 Comfortable with all levels of customer engagement and interaction. Individual will need to manage
executive expectations and coordinate technical resources.
 Ability to work with a wide range of people (from top level C-level executives down) and to adapt quickly to
a wide range of situations and industries
 Excellent ability to analyze and resolve complex operational and strategic issues, focused on driving
financial, operational and organizational improvements
 Leadership and experience in Project and/or Program Management
 Knowledge and experience with Avaya product Portfolios and Business Units
 Self-motivated, adaptable, highly flexible with outstanding work ethic

Preferred Certifications:

 PMP training/certification
 Lean/Six Sigma training/certification
 8D Problem Solving Methodology / Kepner-Tregoe

Experience Years of Experience Education Bachelor degree or equivalent experience Footer

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

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.

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