Assistant Manager – Customer Success Management (Customer Success Management) – B3101_2

Tata Communications Ltd

• card_travel7 to 12 yrs
• ₹As per Industry Standards
• location_onPune (Maharashtra)

• JOB DESCRIPTION

  Assistant Manager – Customer Success Management (Customer Success Management) – B3101_2

  Date: 25 Oct 2023

  Location: Pune, India

  Company: Tata Communications

  Broad outline of the Role

  Responsible for executing customer success management strategy (customer retention, churn mitigation and driving adoption and consumption of services) by building and maintaining relationships with customers and handling escalations and special requests of customers related to aspects like performance, quality and improvements with the objective of enhancing customer experience. This is an operational role, responsible for delivering results that have direct impact on the achievement of results within the assigned account and business.

  Purpose – Broad objective of the role

  Size and Scope of Role – No. of direct reports

  Size and Scope of Role – Total team size

  Minimum qualification & experience

  Bachelors and/or equivalent experience. MBA or equivalent preferred
  7-12 years of enterprise sales or service management experience.

  Other knowledge/skills

  Account management and sales experience
  Demonstrable ability to create and give business and technical presentations and demos.
  Demonstrated experience in gathering and understanding customer business requirements.

  Key Responsibilities

  Manage the customer life cycle customer onboarding, engagement and service adoption
  Work with cross functional teams- Professional Services, Product, Operations, Billing, Delivery and other teams to resolve customer business issues and delivery
  Manage the customer success parameters and ensure commitments agreed during the onboarding phase are being realized
  Manage customer feedback and product needs by providing feature requests to internal teams.
  Ensure that all stakeholders are involved in onboarding the customer ,order/contract are done in a timely and accurate manner, thereby ensuring timely and effective activation of services
  Manage customer requests- Moves, Adds, Changes and Deletes
  Review customer risks issues and problems with internal teams and drive timely closure
  Make customer specific service improvement and development plans and monitor implementation across all internal functions
  Track customer SLAs, customer feedback, governance meeting outcomes etc
  Define escalation matrix for the customers and drive customers education and adherence on it

  Technical Competencies

  Knowledge / Skills

  Job Segment: MBA, Assistant Manager, Manager, Customer Service, Management

  • JOB FUNCTION:Operations/Customer Service/Telecalling/Backend
  • INDUSTRY:IT-Hardware/Networking, Telecom
  • SPECIALIZATION:Any Process – International BPO Type
  • QUALIFICATION:
    • MBA/ PGDM
    • Any Graduate
  • EMPLOYMENT TYPE:Full Time

  KEY SKILLS

  customer success managementaccount managementsales experiencebusiness presentationscustomer requirementsmitigationservice managementprofessional servicesservice improvement

  JOB POSTED BY

  • COMPANY:Tata Communications Ltd 

  • WEBSITE http://www.tatacommunications.com/
  • INDUSTRYTechnology (IT, Telecom, Dot Com etc) (Telecom Services – Mobile, Fixed Line, Internet)
  • COMPANY TURNOVER5000 – 10000 Crores
  • COMPANY SIZE5001 – 10000 Employees

  Apply now

  http://www.tatacommunications.com/