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 SuccessManager, Sr. Executive
Pune, IndiaThe broad objective ofthis role is to drive Customer Success through enhanced Customer Experienceresulting in protection and growth of revenue for Tata Communications througheffective renewals, churn mitigation, timely and effective SDWIP (ServiceDelivery – WIP) conversion and drivingadoption and consumption of usage based services. This involves enhancingthe value customers derived from Tata Comm product services while ensuring the fulfilmentof Tata Comm service obligations, delivering on Tata Comm contracted revenue expectationsand delivering to customer Time to Value.There are 4 key pivotsto 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 basedservices
- 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 allother 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 greatervalue 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 leveragingthe larger TCL set of stakeholders across functions. The objective is to proactivelyretain the customer and ensure churn mitigation through a combination ofminimal erosion and service and consumption expansion. Someopportunities may be handed to Account Mgmt teams to close depending onqualification. (eg. technology migration laden renewals or those that involvepublic 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 termsof 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 rightoperational 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 environmentand the application of the TCL services in that environment and use case.
Educational Requirement
Relevant technical /BusinessStudies Degree or MBA with 8 - 12 years of experience in customer facing role :preferably BE – Electronics & TelecomITIL certification(must), communication skills, influencing skills, interpersonal skills, thoughtleadership in providing digital telecom services, experience with new andemerging technologies such as machine learning and effective analytics.Collaboration cannot be aSilo thinker or have a hero mentality.
Sr. Executive - Customer Success Manager
Below are the candidates skill-setrequirements :-Result orientated, highenergy individual with ability to sustaining pressure. Analytical and processorientation.Effective Communication Skills withrequired protocols for International Clientele (Americas), backed with Collaboration skills . Tobe able to drive solution to problems through effective collaboration.Existing role demands frequentcustomer interlocks & relationship mgmt (Engagement with International clientele, Sr. Mgmt. )High level of customercentricity, empathy and customer hand-holding skills.Problem Mgmt Skills to ensure customersatisfaction and effective addressing of barriers to customer successAware of Tata Comm products, value proposition, servicesportfolio (Applicable for IJP candidates)Business Acumen / Farming
Skills
Contracting knowledge,ability to read and understand terms and conditions.
