Regional Service Account Manager

Job Purpose

Ensuring benchmark levels of service across the customer life cycle for enterprise accounts, to proactively & reactively ring fence the customer base, to adopt a consultative approach & use analytics / digital as a means to improve customer experience, to engage with C- level, drive customer engagement programs & deliver on service improvement / development plans to enhance customer satisfaction index across enterprise products

Key Result Areas/Accountabilities

• Compliance to standard norms, monitor customer commitments across products, intervene proactively and act as an touch point to ensure minimum service level breaches
• Build a strong feedback mechanism through continuous engagement with stakeholders and accounts to review account performance,
• Conduct C-SAT on quality parameters & process
• Drive automation & digital agenda with customers to reduce cost to serve

Core Competencies, Knowledge, Experience

• Experience in leading a customer service team with exposure to service delivery and assurance.
• Experience in managing customer facing roles for a reputed organization with a proven track record in meeting service levels and RNPS targets
• Prior experience in B2B

Key Performance Indicators

• Churn & Revenue Management: Customer retention Ring fence Sub base & Value churn, Revenue enhancement Upsell / Cross-sell & Cost optimization Reduce cost to serve
• Customer engagement - Field service management, Incident management, Escalation management & Management reporting
• Drive customer first agenda RNPS, NPS & CSAT
• Digital drive and self-service adoption