Senior Manager, Account Service

Role Overview: You will be joining a team of IT and communications technology professionals at C1, the leading provider of advanced communications and data technology for businesses. As a Senior Account Service Manager, your primary responsibility will be to lead a team in tracking, diagnosing, and resolving incidents reported by maintenance and managed service customers. Your role involves ensuring timely and consistent results by following MSSC processes and procedures. Additionally, you will drive best practices across the MSSC shift teams to maintain consistency in handling practice issues. Key Responsibilities: - Coach and develop technical resources - Act as an escalation point and take ownership of resolving client issues - Create, recommend, and enforce best practice processes to enhance services for clients and internal resources - Monitor ticket activity to ensure prompt resolution of client issues - Monitor team performance using tools like CMS, alert team boards, and daily status reports - Monitor the quality of tickets and calls - Communicate urgent issues to management Qualifications: - Bachelor's degree in Computer Information Systems, Accounting, or Business; alternatively, a high school diploma with 5 years of experience in customer relationship management with a focus on the AVAYA product line in a telecommunication environment or organization - Minimum of 10 years of supervisory experience - Demonstrated leadership experience with proven results - Ability to lead complex project teams effectively - Strong negotiation, coordination, and conflict resolution skills - Excellent analytical, interpersonal, and relationship-building skills - Strong work ethic and drive for excellence - Exceptional organizational skills and attention to detail - Knowledge of Six Sigma, ITIL, CMM, Baldridge, Lean, or other best practice frameworks - Ability to analyze complex information system data - Proficiency in MS Office applications (Word, Excel, and PowerPoint) - Excellent oral and written communication skills in English - Strong project management, facilitation, influencing, and negotiation skills,