Service Global Accounts Director (Remote)

at  AVISPL

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.