Job Description

Description:

WHO WE ARE

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

Roles and Responsibilities

The Customer Success Directors responsibilities include, but are not limited to:

Account ManagementComplete ownership of assigned accounts ensuring best in class service. Develop, adopt and deliver best practice service levels across all teams. Identify, agree and own a progressive Continuous Service Improvement (CSI) programme with customer accounts and drive change. Working with stakeholders and colleagues to effectively manage incidents and help develop effective IM processes, aiding improved service delivery. Maintain an organised and professional environment where the onsite teams are managed to meet and exceed client standards of excellence and professionalism. Understand and identify KPIs for successful engagement of AVI-SPL business at customer sites. Increase wallet share among assigned Global Accounts through value-add services which generate deeper and broader customer relationships. Influence (future) lifetime value through improved services adoption, customer satisfaction and overall quality and consistency of services provided. Establish strong cross-functional relationships across all service elements (Integration, PM, Service Transition, Service Management, etc.) to ensure quality and consistency of service provided globally. Work with various teams to ensure Service transition into a live environment is as seamless as possible. This could relate to installation or new service additions.


Team Management:

Direct management of Onsite AV Managers/Technicians and support all onsite staff. Promoting and driving team collaboration and maintaining team morale. Ensuring every team member works on a Management by Objectives plan which is reviewed regularly. Implementing continuous performance management and appraisals for direct reports and ensure process is completed for all onsite staff. Conduct regular 1-2-1 meetings with all direct reports. Leading staff recruitment where required. Assist in the TUPE of potential new staff.

Administration:

Collection of customer statistical data including SLA performance, management information, team performance and other business metrics for weekly/monthly/quarterly customer reporting. Build and maintain customer scorecard and success index to reinforce business outcomes against which role effectiveness will be measured Creating client facing reports and documents as required by the company. Chairing monthly/quarterly Service Review Meetings with customer including preparation and distribution of reporting and meeting minutes. Contribute to the enhancement of onsite documentation (including Standard Operating Procedures (SOP) and Onsite Staff Handbooks) ensure documentation processes and procedures are maintained in accordance with customer and AVI-SPL requirements. Provision of monthly reporting to AVI-SPL Leadership. Maintain World Class CSAT and NPS Align with sales around cross-sell and up-sell strategies with a focus on retention

Required Skills (Mandatory)

4 years' experience in a Management role working with multiple direct reports. 2 years' experience of managing Global Accounts. Advanced knowledge of Video Conferencing endpoints and infrastructure along with room control systems. In-depth understanding of all aspects of AV/VC best practice. Expert level usage of Microsoft Excel and Powerpoint. Demonstrable experience of managing technical teams/staff. Ability to work within a client hierarchy to recognize key stakeholders and build appropriate and effective business relationships.

Additional Information:
Other Responsibilities:

Working with the Onsite Managed Services Administrator to ensure all holiday/sickness is managed, monitored and reported correctly. Any other duties as assigned by Management.

WHY YOU'LL LIKE WORKING HERE

Medical benefits, including vision and dental Paid holidays, sick days, and personal days Enjoyable and dynamic company culture Training and professional development opportunities

MORE ABOUT US

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.