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

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

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