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. WHAT YOU’LL DO The role of Client Service Director – Global Accounts is a Senior Management position, responsible for the successful delivery and development of service within the named company’s Global Accounts program. The Client Service Director – Global Accounts leads a team of Customer Success Directors (CSD) and is directly accountable for the performance, quality, growth and financial health of all service activities for named global accounts. Reporting to the VP, Global Support Services, this position will partner with the Global Account Managers to drive collaboration, communication and execution of key initiatives that add significant value to customer stakeholders and decision makers. Day-To-Day Responsibilities: Establish and lead a team of service professionals to proactively manage customer relationships and complex global deliverables including building strategic account plans to align with desired customer outcomes. Develop ‘templates’ for success for service continuity and consistency – including Account profiles, review templates, engagement/communications model, reporting, strategic planning, etc. Measure customer success through various touchpoints to establish a 360-degree view of the customer and track using various customer feedback programs and tools. Drive lifecycle management planning with CSD’s and GAM’s to identify service improvement opportunities, increase adoption and account expansion initiatives. Identify, foster and cultivate customer references and case studies for internal and external sales and marketing activities. Partner closely with sales and service to improve the end user experience, increase the value of customer outcomes, strengthen customer loyalty (NPS) and sponsor/drive advocacy, adoption, expansion and retention within Global Accounts. Retain and develop key customer relationships through remote and onsite meetings. Develop objectives, metrics and scorecards and establish a cadence of review/accountability that drive desired customer outcomes. Provide executive level performance/status reporting on all critical customer activities and issues. Establish and manage development plans and training opportunities for all DR’s. WHAT WE’RE LOOKING FOR An organized, detail-oriented communicator who is comfortable setting goals, resolving issues/problems, engaging and leading cross-functional support teams and initiatives. A data-driven problem solver that leverages both quantitative and qualitative data to drive decision making. An energetic leader that is invested in the development of people/teams, manages by example and embodies corporate values of trust, respect, integrity and teamwork. Strong empathy for customers AND passion for revenue and growth. Deep understanding of value drivers in recurring revenue business models. Excellent candidate presentation skills and be comfortable sharing thought leadership with Executive stakeholders from Company, Customers, Manufacturers, and Third-Party Service Providers. Strong written skills and competence with business applications used to construct documents, financial analysis, or presentations. Minimum of a 4-year degree or comparable industry experience is required. Master’s degree is preferred. ITIL Foundations certification or comparable industry certification is required. 5+ years of experience with Customer-oriented solution selling is required. 5+ years of experience in the audio visual or collaboration industry is preferred. Demonstrated experience in a Service Management, Customer Success, Account Management role with demonstrated success in a global enterprise account. Why work for AVI-SPL (what’s in it for you) As we have already mentioned, AVI-SPL are the global leaders when it comes to universal communications, and we make sure our work environment matches our status. The business treats all their employees as individuals and makes sure we all have definitive goals and career paths to help us maximize their ability. Along with this we also offer: Enjoyable and dynamic company culture Health & Wellbeing Private Healthcare Access to Employee Assistance and Wellbeing Support Mental Health Support through the above Work & Home Life Balance Increased holiday with service Learning & Development Access to numerous online learning resources AVIXA membership for industry learning Employee Discounts Access to online retail discount platform Discounted products through our recognised partners Other Cycle to work scheme. Season ticket loans Generous Referral scheme So, if you are feeling undervalued, stuck in a rut, or just looking at furthering your career, apply today. Our commitment to diversity is simple: we provide connection, opportunity, and a voice to everyone, from every background. WE Thrive Together: WE appreciate the visible and invisible qualities that make you who you are. Our diversity makes us better humans and better employees and makes AVI-SPL a better business. AVI-SPL is an Equal Opportunities Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, pregnancy, sexual orientation, gender identity, nationality, age or disability status.
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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. WHAT YOU’LL DO The role of Client Service Director – Global Accounts is a Senior Management position, responsible for the successful delivery and development of service within the named company’s Global Accounts program. The Client Service Director – Global Accounts leads a team of Customer Success Directors (CSD) and is directly accountable for the performance, quality, growth and financial health of all service activities for named global accounts. Reporting to the VP, Global Support Services, this position will partner with the Global Account Managers to drive collaboration, communication and execution of key initiatives that add significant value to customer stakeholders and decision makers. Day-To-Day Responsibilities: Establish and lead a team of service professionals to proactively manage customer relationships and complex global deliverables including building strategic account plans to align with desired customer outcomes. Develop ‘templates’ for success for service continuity and consistency – including Account profiles, review templates, engagement/communications model, reporting, strategic planning, etc. Measure customer success through various touchpoints to establish a 360-degree view of the customer and track using various customer feedback programs and tools. Drive lifecycle management planning with CSD’s and GAM’s to identify service improvement opportunities, increase adoption and account expansion initiatives. Identify, foster and cultivate customer references and case studies for internal and external sales and marketing activities. Partner closely with sales and service to improve the end user experience, increase the value of customer outcomes, strengthen customer loyalty (NPS) and sponsor/drive advocacy, adoption, expansion and retention within Global Accounts. Retain and develop key customer relationships through remote and onsite meetings. Develop objectives, metrics and scorecards and establish a cadence of review/accountability that drive desired customer outcomes. Provide executive level performance/status reporting on all critical customer activities and issues. Establish and manage development plans and training opportunities for all DR’s. WHAT WE’RE LOOKING FOR An organized, detail-oriented communicator who is comfortable setting goals, resolving issues/problems, engaging and leading cross-functional support teams and initiatives. A data-driven problem solver that leverages both quantitative and qualitative data to drive decision making. An energetic leader that is invested in the development of people/teams, manages by example and embodies corporate values of trust, respect, integrity and teamwork. Strong empathy for customers AND passion for revenue and growth. Deep understanding of value drivers in recurring revenue business models. Excellent candidate presentation skills and be comfortable sharing thought leadership with Executive stakeholders from Company, Customers, Manufacturers, and Third-Party Service Providers. Strong written skills and competence with business applications used to construct documents, financial analysis, or presentations. Minimum of a 4-year degree or comparable industry experience is required. Master’s degree is preferred. ITIL Foundations certification or comparable industry certification is required. 5+ years of experience with Customer-oriented solution selling is required. 5+ years of experience in the audio visual or collaboration industry is preferred. Demonstrated experience in a Service Management, Customer Success, Account Management role with demonstrated success in a global enterprise account. Why work for AVI-SPL (what’s in it for you) As we have already mentioned, AVI-SPL are the global leaders when it comes to universal communications, and we make sure our work environment matches our status. The business treats all their employees as individuals and makes sure we all have definitive goals and career paths to help us maximize their ability. Along with this we also offer: Enjoyable and dynamic company culture Health & Wellbeing Private Healthcare Access to Employee Assistance and Wellbeing Support Mental Health Support through the above Work & Home Life Balance Increased holiday with service Learning & Development Access to numerous online learning resources AVIXA membership for industry learning Employee Discounts Access to online retail discount platform Discounted products through our recognised partners Other Cycle to work scheme. Season ticket loans Generous Referral scheme So, if you are feeling undervalued, stuck in a rut, or just looking at furthering your career, apply today. Our commitment to diversity is simple: we provide connection, opportunity, and a voice to everyone, from every background. WE Thrive Together: WE appreciate the visible and invisible qualities that make you who you are. Our diversity makes us better humans and better employees and makes AVI-SPL a better business. AVI-SPL is an Equal Opportunities Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, pregnancy, sexual orientation, gender identity, nationality, age or disability status.
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