About AVI-SPL
AVI-SPL is a digital enablement solutions provider that 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, including award-winning managed services.
Our highly trained team works globally with organizations, including over 80% of Fortune 100 companies. If you're seeking a company that offers real career opportunities and progression, contact us today to discuss how we can help fast-track your career.
The Job
AVI-SPL offers a portfolio of Onsite Managed Service (OMS) and Video Solutions to clients across multiple industries worldwide.
This role is responsible for managing and supporting one or more OMS accounts, overseeing onsite teams, ensuring service quality, maintaining customer relationships, and managing all aspects of post-sale service and support. The ideal candidate is a proven leader, calm under pressure, experienced in leading high-performance teams, adept at working with diverse clients, and capable of building operational excellence that results in high customer satisfaction.
Day-To-Day Responsibilities
Account Management
* Own assigned accounts to ensure top-tier service delivery.
* Develop and implement best practice service levels across teams.
* Establish and lead a Continuous Service Improvement (CSI) program with clients, driving change collaboratively.
* Manage incidents effectively and develop efficient IM processes to improve service delivery.
* Maintain a professional environment where onsite teams meet and exceed client standards.
* Identify KPIs for successful engagement with AVI-SPL services.
* Expand wallet share through value-added services, fostering deeper client relationships.
* Enhance service adoption, customer satisfaction, and overall service quality to influence future lifetime value.
* Coordinate with teams to ensure seamless service transitions, including installations and new service additions.
Team Management
* Manage onsite AV Managers/Technicians and support staff.
* Promote collaboration and maintain team morale.
* Set and review individual and team goals regularly.
* Conduct performance management and regular 1-2-1 meetings.
* Lead recruitment efforts and support TUPE processes when applicable.
Administration
* Collect and analyze customer data, including SLA performance and business metrics.
* Maintain customer scorecards and success indices.
* Create reports and documentation for clients and internal use.
* Lead service review meetings, preparing reports and minutes.
* Enhance onsite documentation and ensure compliance with SOPs and policies.
* Provide monthly reports to AVI-SPL leadership.
* Maintain high CSAT and NPS scores.
* Collaborate with sales for cross-sell and up-sell strategies focused on retention.
Why Work for AVI-SPL?
We are global leaders in universal communications, fostering a work environment that matches our status. We treat employees as individuals, providing clear goals and career paths. Our benefits include:
* Dynamic company culture
* Employee assistance and wellbeing support
* Mental health resources
* Work-life balance
* Additional holiday entitlement based on service
* Learning and development opportunities
* Access to online learning resources and industry memberships
* Employee discounts and retail benefits
* Partner discounts, cycle-to-work schemes, and season ticket loans
If you're feeling undervalued or seeking career growth, apply today.
Our commitment to diversity: We provide connection, opportunity, and a voice to everyone, regardless of background. Our diversity makes us stronger and better at what we do.
AVI-SPL is an Equal Opportunities Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, nationality, age, or disability.
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