Senior Manager, Account Service

The Senior Account Service Manager is responsible for managing a team of associates responsible for tracking, diagnosing and resolving incidents reported by maintenance and managed service customers. This is accomplished by understanding and adhering to processes and procedures of the MSSC to ensure timely and consistent results for the customer base. The Senior Account Service Manager is also responsible for driving best practice process and procedure concerning their practice across the MSSC shiftteams ensuring that practice issues are handled consistently across all shifts in the MSSC.

• Bachelors degree in Computer Information Systems, Accounting, or Business; candidates may have a high school diploma with 5 years experience in customer relationship management with experience in the AVAYA product line in a telecommunication environment or telecommunication organization
• Minimum of 10 years of supervisory experience
• Exceptional, definable leadership experience with proven results
• Demonstrated ability to lead complex project teams to deliver results
• Superior negotiation, coordination, and conflict resolution skills
• Strong analytical, interpersonal, and relationship building skills
• Strong work ethic and personal drive to excel
• Exceptional organizational skills and attention to detail
• Knowledge and exposure to Six Sigma, ITIL, CMM, Baldridge, Lean, or other best practice frameworks
• Ability to analyze complex information system data
• Ability to use (and learn new) complex systems, technologies, and applications
• Ability to adapt to change quickly and multi-task
• Must possess excellent oral and written communication skills in English
• Proficient in MS Office applications (Word, Excel, and PowerPoint)
• Excellent project management skills, facilitation skills, influencing and negotiation skills

• Coaches and develops technical resources
• Acts as an escalation point and takes ownership to resolve client issues
• Creates, recommends and enforces best practice processes that enhance the services delivered to the client or to internal resources
• Monitors ticket activity to ensure that client issues are resolved expeditiously
• Monitors the overall performance of the team by utilizing tools such as CMS, alert team boards, daily status reports, etc.
• Monitors quality of tickets and calls
• Communicates "red hot" items to management