Assistant Manager - Customer Experience

Tata Communications Limited

Pune, India

5-8 Years

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Posted 18 hours ago
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Job Description

Broad outline of the Role

Responsible for executing customer success management strategy (customer retention, churn mitigation and driving adoption and consumption of services) by building and maintaining relationships with customers and handling escalations and special requests of customers related to aspects like performance, quality and improvements with the objective of enhancing customer experience. This is an operational role, responsible for delivering results that have direct impact on the achievement of results within the assigned account and business.

Minimum Qualifications & Experience

BE E&TC and/or equivalent experience. MBA or equivalent preferred
5-8 years of enterprise sales or service management experience.

Other Knowledge & Skills

Account management and sales experience
Demonstrable ability to create and give business and technical presentations and demos.
Demonstrated experience in gathering and understanding customer business requirements.
Customer Negotiation and Retention Skills.
Understanding of the Enterprise customer's business.

Key Responsibilities

customer onboarding, engagement and service adoption
Work with cross functional teams- Professional Services, Product, Operations, Billing, Delivery and other teams to resolve customer business issues and delivery
Manage the customer success parameters and ensure commitments agreed during the onboarding phase are being realised
Manage customer feedback and product needs by providing feature requests to internal teams.
Ensure that all stakeholders are involved in onboarding the customer, order or contract are done in a timely and accurate manner, thereby ensuring timely and effective activation of services
Manage customer requests- Moves, Adds, Changes and Deletes
Review customer risks issues and problems with internal teams and drive timely closure
Make customer specific service improvement and development plans and monitor implementation across all internal functions
Track customer SLAs, customer feedback, governance meeting outcomes etc
Define escalation matrix for the customers and drive the customers education and adherence on it.
Churn mgmt. : The CSM is required to come up with a clear renewal and retention strategy for the allocated account/s and orchestrate the execution of the strategy leveraging the larger TCL set of stakeholders across functions.
Contract Management: The CSM is required to own and provide in-life contract life cycle management to the account.
Customer Life-cycle Management Conduct periodic cross-functional Service / Business reviews, manage & drive Escalations through Cross-Functional stakeholders, managing service Credits, handling contractual obligations, dispute resolution.

More Info

Job Type:

Permanent Job

Industry:

Telecom /ISP

Function:

Customer Success Management

Employment Type:

Full time

About Company

Tata Communications LimitedJob Source: jobs.tatacommunications.com

Tata Communications is a digital ecosystem enabler that powers today&#8217;s fast-growing digital economy. We enable the digital transformation of enterprises globally, including 300 of the Fortune 500. We carry around 30% of the world&#8217;s internet routes and connects businesses to 60% of the world&#8217;s cloud giants.
We have been a part of the rich heritage of the internet in India. Over the last 25 years, enterprise-enabled services have been essential to the adoption of digital services in the country. Connectivity is an essential fabric of sustenance for the economy. We are committed to enabling Industry leaders in this New World of Communications&#8482;, with our unique promise of delivering secure connected digital experiences.
In 2020, we announced the launch of &#8216;Secure Connected Digital Experience&#8217; (SCDx), a proposition intended to meet this growing, worldwide demand for new ways of operating, which includes far higher levels of working from home, rising security risks, a shift to digital commerce, and more contactless experiences. It will help companies currently relying on short-term fixes by providing holistic, secure, enterprise-level digital solutions that address current challenges and are fit for the long term.

Job ID: 145632415

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