Associate Client Business Manager (ACBM)

Avaya Job Library: Engagement Management Specialist (EMS)

Avaya Job No: 114548
Corporate Level: SMA

Line of Business: Avaya Private Cloud Services (APCS)

Theatre: Global
SYNOPSIS

The ACBM supports the Client Business Manager (CBM) or Senior CBM (Sr. CBM) in pre-sales and post-sales service processes
for large Managed Services clients. An ACBM oversees contract compliance and administers financial responsibilities
associated with APCS contracts. The ACBM works with the CBM and helps coordinate client retention and upsell activities for
various products/services associated with the assigned contract(s). The ACBM supports gathering of and reporting account
P&L including revenue and expense forecasting, management of liability account or loan portfolios, and equipment/asset
inventory utilization when applicable. An ACBM will assist the CBM and Account Team and management to align service plans
and revenue with objectives, market trends, and in displacement of competitive service offerings.
The ACBMs work is performed with minimal direction from the assigned CBM or management. The ACBM is key in seeing
services trends, opportunities, risks and teams with CBM/Account Team in development of strategic business plans and goals
Typically requires 3+ years of experience and a Bachelor's degree or equivalent experience.

Responsibilities

Supports CBM in lifecycle and oversight of

APCS contract(s), and where germane,
creates/negotiates amendments and
changes on the behalf of Avaya.

Key Performance Indicators

ACBM has supported assigned CBMs achieve:
o

95% retentions of all supported accounts

100% on-time contract renewal (M+0)

100% on-time Implementation delivery

Account Gross Margin greater than

financial plan

Provides an initial point of contact to the

client for commercial items

Identifies Upsell Opportunities, works with

CBM to follow deal review, proposal process

Supports in the development of the Client

Roadmap

10% increase in incremental revenue with

value added services and or true ups

100% APCS revenue target achievement.

Key to input/support revenue, P&L and

opportunity identification, including account
outlook and forecasting

10% reduction in expense associated with

supporting the assigned accounts

NPS score in accordance to fiscal plan

Ability to multi-task, supporting various

clients and contract, commercial, financial
needs for various CBMs with accuracy,
quality, and consistency.
Supports client business direction for SDM
and other onsite technical resources,
including Day 1 project teams and Backbone
engineers
Supports customer satisfaction management
(Actions, follow-up, tool updates)

100% compliance to the Score Card program

(where applicable)

100% compliance with visits to customers,

engaged at higher management levels

100% Change Management compliance,

updated in master contract database
100% compliance APCS and company
education programs
100% compliance client meetings minuted and
place on SharePoint site or corporate drive
100% compliance updating required CBM
team databases / SharePoint
100% compliance in accurately, qualitatively
and consistently delivering CMRAs,
Amendments, customer data, as applicable.

DIRECT REPORT
APCS CBM Leader or Director

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MAIN ACTIVITIES

Supports CBM maintaining and growing the revenue and profit for assigned accounts.
Develops a strong relationship with client management that support our APCS relationship
Supports CBMs in managing the Client relationship with Avaya, including remote and distributed parts of their organization.
Identifies and works with CBM on plans and strategies that anticipate clients evolving business requirements.
Supports APCS leadership by bringing executive alignment to significant business issues with the customer.
Understands the clients IT strategic vision and represent those back to Avaya to drive solutions sets.
Represents the global view of the customer and Voice of the Customer to Avaya.
Partners with the CBM and Account Managers to cement and grow the services relationship with the customer
Ensuring customer Service Levels are met
Monitoring, measuring and improving overall Customer satisfaction through process improvement, resource improvement and
other steps, either directly or through escalation.
Engaging with CBM, Account Managers and implementation teams developing, reviewing and finalizing the implementation plans
for new projects, and achieving approval for opportunities.
Helps manage relationships between delivery resources on a daily basis, including contractors, site staff, local field service,
engineering and supplier groups.
Supporting transition of projects from the delivery readiness team to the permanent delivery team, engaging appropriate
resources to staff subsequent engagement phases, securing engineering support, and facilitating cross-geographic resource
alignment.
Monitoring budget by tracking and approving expenditures, controlling costs, validating vendor expenses, anticipating and
correcting forecasting errors.
Managing risk and impact of Customer change requests and identifying service implications.
Travel may be required

KEY SKILLS
Excellent verbal and written communication skills
Account management experience (1 years / +200K per annum)
Experience in garnering, maintain and expanding higher-level client executive relationships
Project management skills
Acute financial management skills for P&L reviews, forecasting revenue, outlook of costs and asset management
Contractual negotiation skills
Business and commercial logic with ability to view larger picture
Understanding of the voice of the customer
Experience in dealing with global customer satisfaction programs
Excellent business acumen
Ability to work effectively with all regional leaders to implement, support and guide global APCS offerings
Supports the customer satisfaction scores
INTERNAL CONTACTS
Client Business Management team, Project / Program Managers, Services Quotation Desk, Sales Team, Delivery staff including SDM/onsite,
Tier 2/3/4, Professional Services SMEs.
EXTERNAL CONTACTS
Avaya Customers, Customer employees, Channel Partners, Third party organizations
TYPICAL EXPERIENCE
Requires Bachelors degree or 3 years experience working with or for customers utilizing Avaya or similar products and services.
Experienced in generating or supporting services revenue and sales
Proven experience in managing client relationships, developing strategies and facilitating escalations
Sound knowledge of IP telephony and Contact Center solutions
Competitive knowledge
MBA a plus
Experienced in presenting to executive level clients
CAREER OPPORTUNITIES
This role has been designed to meet the needs of the growing Avayas customer base delivering the appropriate focus and attention to meet
their support needs. This is a critical business function in ensuring Avaya remains focused on growing its supported client base and customer
satisfaction. The ideal candidates will have the credentials and ability to form a part of the APCS Leadership succession plan.

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