Senior Manager - Customer Success Management

Purpose - Broad objective of the role

Drive deep and strategic customer engagement in the assigned set of enterprise accounts. To understand Customer’s Industry landscape / context, to identify & develop large opportunities and pursue closure while working with the customer success team to deliver outstanding customer experience.

Key Responsibility 1 - Customer or Contract Onboarding

For specific contract signed, this also includes aligning with customer procurement, delivery and user community.

Own the customer contract/project onboarding process and drive alignment between Sales, Solutions, Program Management and key customer stakeholders who are responsible for buying, designing, delivering and consuming TCL services

The CSM is accountable and empowered to drive Sales, Solutions, Delivery and other stakeholders in Tata Communications to ensure key process happen such as:

• Internal Kick-off call & handover from Sales to Delivery Program Management
• Contract On-boarding with internal and customers stakeholders responsible for project delivery (Responsibility remains with Program Manager).
• Agree with the customer on an approach to Time to Value with customer and align the customer Procurement, Delivery and User community #
• Introduce relevant customer stakeholders to Tata Communications People, Processes & tools and make it easier for them to do business with us.
• Define Customer Engagement Model along with the customer (Time based, Value-based, Event-Based): Time based (Monthly, Quarterly), Event-based (Customer achieves a predetermined milestone), value-based (Adoption roadmap) 

As well as external Business Review meetings such as QBR's the CSM must agree the governance for internal account reviews
 

Key Responsibility 2 - Service Adoption

• Monitoring Fixed MRC services are activated on time and accepted by customers
• Services which are usage based and require end user deployment or migration of traffic such as GSIP are to be monitored and tracked effortlessly to ensure order aspirations are reached, such as;
• For usage-based services like UCAAS, analyse customers’ usage to help identify areas for optimization and improvement.
• Work with customer to drive adoption that in turn drives time to value for the customer.
• Develop a clear line of sight of how the projected revenue from the usage service is to be attained in terms of  application, users, locations, pivots of success,(& risks) milestones and timelines to attain the projected usage traffic.
• Identify training needs for end users and if identified, orchestrate this with a product or other functions.
• For network services, understand current network usage and establish predictive capacity and trending.
• For Cloud and security services ensure adequate ramp / transition as well as effectiveness. 
  Drive adoption on customer self-service portal (Optimus)

Key Responsibility 3 - Nurture and Retain

Proactively nurture the customer and ensure we are delivering lifetime value as agreed during onboarding phase. Ensure the customer success parameters and matrix as agreed during the boarding phase are being realized as per mutual agreement and expectation. 

• Anticipate user needs, wants & pains. 
• Monitor performance & customer health signals & proactively mitigate any pain points. Reach out with value-added messaging & support. 
• Ensure availability of services as per contract
• Develop and execute action plan based on various customer feedback including CSAT, NPS and other ways of capturing Voice of Customer

Define and operate Governance Model along with the customer (Time based, Value-based, Event-Based): Time based (Monthly, Quarterly), Event-based (Customer achieves a predetermined milestone), value-based (Adoption roadmap).
Support Service Assurance in Severity 1 escalation management, maintaining the Customer Service Guide with updated TCL contacts and processes as well as maintaining the right operational customer contacts for TCL to communicate with:

• Billing & Collection organizations for any disputes
• Drive portal adoption
• Churn mgmt. : The CSM is required to come up with a clear renewal and retention strategy for the allocated account/s and orchestrate the execution of the strategy leveraging the larger TCL set of stakeholders across functions. The objective is to proactively retain the customer and ensure churn mitigation through a combination of minimal erosion and service and consumption expansion.   Some opportunities may be handed to Account Management teams to close depending on qualification. (eg. technology migration laden renewals or those that involve public sector / government tendering / RFPs). 

Service Differentiation:

• Operate the account according to the defined Service differentiation segment. This relates to the Bespoke, Custom, Prime or Digital services definitions.
• Provide continuous improvement to the Services team on how additional deliverables can be driven into the relevant packages enhancing the value experience for the customer.

Contract Management:
Own and provide in-life contract life cycle management to the account.
Typically would start getting involve during the closure phase of the contract negotiations, so as to be well versed with the contract in terms of deployment obligations, Terms and conditions, service level agreements, penalties.
Is accountable for the execution of the contract, periodic governance of the execution, regular reviewing with internal stakeholders as well as the customer.
Managing service Credits, handling contractual obligations, dispute resolution.    
 

Other Responsibilities

MACD
Take on the MACD responsibility as currently being managed by the Sales team to free up their time for closing of MACD requests, including providing repricing, quotations, and closure formalities. Post MACD order closure hand over to the respective teams for regular execution of the MACD orders. MACD Orders that relate to existing live services which require amendments or expansion of Tata services that exist within the customers production environment today.

Expand
Work together with sales to create a near- and long-term account success plan.
Work with the customer to help facilitate customer success so as to create a positive pull service expansion both in terms of traffic expansion for subscription services and consumption expansion for usage based services. 
Given the deep understanding of the customer environment, strategy, relationships across the customer organization help uncover new opportunities for the sales team and pass on those opportunities to them.

Role Development
Drive Digital Strategy to customer
Ensure Individual remains certified and trained with our Growth Services
Position himself/herself as the knowledge partner to the customer in the context of the customer environment and the application of the TCL services in that environment and use case.
 

Behaviors you display

Must be able to collaborate across stakeholders – Internally (Product, Marketing; Networks Team, CSO - Service Management, Billing & Collections , Solutions Team, etc) and Externally (Marketing Research, Customer forums, Partners, OEM vendor teams, etc)
Excellent Communication/Client relationships/ Executive engagements /Strategic planning /evaluating new account penetration techniques etc  
Excellent command on Industry footprints & great product knowledge would be an additional advantage.
Highlight DRIVE behaviours – Accountability & Ownership, Collaboration, Innovation & Agility
 

Skillset and background

• Relevant technical/Business Studies Degree or MBA with 8 - 12 years of experience in customer facing role

• Customer Experience should be relationship based either through Account Management or Service Management profile. Should have carried $$ targets in some form in previous role/s.

• Keen understanding of the TCL value proposition, services portfolio, customer orientation and knowledge of the customer's industry dynamics and the impact of digital transformation framework on the customer's industry so as to drive deeper adoption and expansion of the TCL services.

• Farming skills, Great communication and networking skills. Deep Orchestration  and problem solving skills to ensure customer success and effective addressing of barriers to customer success. Deep level of customer centricity, empathy and customer handling skills.

• Result orientation, high energy individual with ability to sustaining pressure. Analytical and process orientation.

• ITIL certification (must), communication skills, influencing skills, interpersonal skills, thought leadership in providing digital telecom services, experience with new and emerging technologies such as machine learning and effective analytics.

• Finance understanding, ability to review P&L, construct and report against business cases

• Contracting knowledge, ability to read and understand terms and conditions

• Collaboration, cannot be a Silo thinker or have a hero mentality.