Job Description
Job Description Drive Customer Success through enhanced customer experience with the objective of protecting and enhancing revenue through effective renewals, churn mitigation and driving adoption and consumption of services. This is a tactical role which contributes in defining the direction of the operating plans based on the business strategy, with a significant mid-term impact on business units overall results. Responsibilities Own the customer contract onboarding process and drive alignment between Sales, Solutions, Program Management and key customer stakeholders Define Customer Engagement and governance model along with the customer Drive service adoption by understanding usage and establishing predictive capacity and trending. Ensure the customer success parameters and matrix as agreed during the onboarding phase are being realized as per mutual agreement and expectation. Develop and execute action plan based on various customer feedback including CSAT, NPS and other ways of capturing Voice of Customer Define a clear renewal and retention strategy for the allocated accounts and orchestrate the execution of the strategy Manage service Credits, handle contractual obligations, dispute resolution. Minimum qualification & experience enterprise sales or service management experience. Desired Skill sets Extensive experience in building executive relationships with key customer stakeholders. Finance understanding, ability to review P&L, construct and report against business cases Contracting knowledge, ability to read and understand terms and conditions
About Company
Tata Communications is a digital ecosystem enabler that powers today’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’s internet routes and connects businesses to 60% of the world’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™, with our unique promise of delivering secure connected digital experiences.
In 2020, we announced the launch of ‘Secure Connected Digital Experience’ (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.
