About The Company
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
About Your Role
Customer Success
Manager, Sr. Executive
Pune, India
The broad objective of
this role is to drive Customer Success through enhanced Customer Experience
resulting in protection and growth of revenue for Tata Communications through
effective renewals, churn mitigation, timely and effective SDWIP (Service
Delivery WIP) conversion and driving
adoption and consumption of usage based services. This involves enhancing
the value customers derived from Tata Comm product services while ensuring the fulfilment
of Tata Comm service obligations, delivering on Tata Comm contracted revenue expectations
and delivering to customer Time to Value.
There are 4 key pivots
to the role in managing the customer life cycle requirements:
- Ensuring that the customer business parameters
linked to Tata Comm services are met / exceeded.
- Owns the protection and growth of the revenue
from the assigned account/s through Churn mitigation, timely closure of
delivery to ensure revenue realization, drive consumption of Usage based
services
- Nurturing and retaining the
customer, Voice-of-Customer analysis, reference programs and Service reviews.
Ensures quality 360 degree life cycle management of the customer account,
ensuring meeting / exceeding the NPS threshold for the territory and all
other contractual obligations.
relationships within the customer account across functions as well as has an in-depth
understanding of the customer's business, strategy and focus to create greater
value for Tata Comm services thereby enhancing customer life time value.
Key KPIs would include
:
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. The objective is to proactively
retain the customer and ensure churn mitigation through a combination of
minimal erosion and service and consumption expansion. Some
opportunities may be handed to Account Mgmt teams to close depending on
qualification. (eg. technology migration laden renewals or those that involve
public sector / government tendering / RFPs).
- Contract Management: The CSM is required to
own and provide in-life contract life
cycle management to the account. To be well versed with the contract in terms
of deployment obligations, Terms and conditions, service level agreements,
penalties and proactively reach out to the customer for Contract Renewals
Assurance in Severity 1 escalation mgmt, maintaining the Customer Service Guide
with updated TCL contacts and processes as well as maintaining the right
operational customer contacts for TCL to communicate with:
- 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.
- Drive portal adoption
- Position himself/herself as the
knowledge partner to the customer in the context of the customer environment
and the application of the TCL services in that environment and use case.
Educational Requirement
Relevant technical /Business
Studies Degree or MBA with 8 - 12 years of experience in customer facing role :
preferably BE Electronics & Telecom
ITIL certification
(must), communication skills, influencing skills, interpersonal skills, thought
leadership in providing digital telecom services, experience with new and
emerging technologies such as machine learning and effective analytics.
Collaboration cannot be a
Silo thinker or have a hero mentality.
Sr. Executive - Customer Success Manager
Below are the candidates skill-set
requirements :-
Result orientated, high
energy individual with ability to sustaining pressure. Analytical and process
orientation.
Effective Communication Skills with
required protocols for International Clientele (Americas), backed with Collaboration skills . To
be able to drive solution to problems through effective collaboration.
Existing role demands frequent
customer interlocks & relationship mgmt (Engagement with International clientele, Sr. Mgmt. )
High level of customer
centricity, empathy and customer hand-holding skills.
Problem Mgmt Skills to ensure customer
satisfaction and effective addressing of barriers to customer success
Aware of Tata Comm products, value proposition, services
portfolio (Applicable for IJP candidates)
Business Acumen / Farming
Skills
Contracting knowledge,
ability to read and understand terms and conditions.
