Telecom Customer Success Manager

Role Overview: As a Telecom Customer Success Manager (T-CSM) at HCLTech, you will be responsible for customer success, operational excellence, and account growth within the Telecom domain. This is a strategic leadership role where your primary focus will be on ensuring customer satisfaction, providing operational support, and driving growth opportunities. Key Responsibilities: - Provide Customer Reference Guide for service information, tool training, and client engagement information - Enable customers on VEC, review and reinforce as needed to maximize self-service utilization - Engage early by reviewing contracts and amendments to oversee contractual obligations - Conduct regular pro-active campaigns to improve customer experience - Actively provide overall client health monitoring and take prescriptive measures to improve experience - Manage daily actionable alerts in VE-CRM and monitor delivery health for failed activations and past due orders - Deliver root cause analysis readouts prepared by Assurance and provide financial and accounts receivable oversight - Maintain awareness of disconnects, suspensions, and aged balances - Review and disposition zero usage and churn alerts - Establish regular periodic check-in meetings with key customer contacts - Prepare and deliver a Service Review covering service and contractual performance - Increase sales opportunities through the creation of Rev-Up Lead Generation for customers Qualifications Required: - Strong problem-solving and analytical mindset with data-driven decision-making - Proven experience managing large enterprise telecom accounts - Ability to collaborate and influence cross-functional global teams - Excellent stakeholder communication, presentation, and negotiation skills - Education: B.Tech/B.E. or any degree (MBA/MSc IT/MCA preferred) - Mandatory: Telecom or Networking domain experience and ITIL Certification - Proficiency in Microsoft and any other tools Additional Details: At HCLTech, you will have the opportunity to work with 222,000+ employees across 60+ countries, collaborate with colleagues from 165 nationalities, and enjoy a virtual-first and flexible work culture that supports work-life balance. You will also have access to continuous learning and global career development programs. HCLTech is recognized as a Great Place to Work Certified and Top Employer in 17 countries. Join HCLTech and be part of an equal opportunity employer that fosters a culture of diversity, inclusion, and respect.,