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Sr Manager - Customer Success Management (Customer Success Management) - B4101_1

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Date: 20-Nov-2022

Location: Mumbai, India

Company: Tata Communications

Job Family Descriptor

Act as Customer voice in the organization and viceversa and be the customer champion for all service expectations and contractual obligations by orchestrating Tata Communication teams to exceed customers expectations throughout the customer lifecycle Increase in wallet share of customer in terms of YoY Gross Revenue Growth Increasing NPS in the respective accounts Adoption usage of TCL services Renewals and Churn Management Own the overall Operational and Delivery relationship with the Customer and contribute to the Service life cycle of the contract managing stakeholders expectations Collaborate with the contract manager where one is present and contribute to profitability agenda and ensuring that contractual commitments are met Become a Trusted Advisor to the customer Provide technical support to customers or training on products to help customers plan and understand best ways to utilize companys products basis needs and business plans Ensure successful transition of the engagement team to the delivery team with the overall objective to make TCL a preferred partner for customer Influence TCL retention with customer to increase revenue opportunities

Broad outline of the Role

Build and maintain relationships with senior management of critical customers Handle escalations and special requests of platinum priority customers related to aspects like performance quality and improvements Co ordinate with internal teams to deliver customer requests and ensure good network performance May lead a team through expertise in most or all areas within Customer Success Management or may be an individual contributor Tactical role which provides a marked contribution to defining the direction of new products processes standards or operational plans based upon business strategy with a significant mid term impact on business unit overall results Provides a second level management to a group of one or more teams led by a supervisor team leader which in turn could compromise a combination of professional technical administrative staff Identifies problems and significantly improves changes or adapts existing method and techniques Focus is on implementation and control rather than policy and strategy development Impact of decisions made is mid term in nature Education An engineering or Management Graduate Experience 8 12 years

Purpose - Broad objective of the role

Operating Network - Key External

Operating Network - Key Internal

Size and Scope of Role - Financial

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Size and Scope of Role - Other size parameters

Minimum qualification & experience

Other knowledge/skills

Key Responsibilities

Technical Competencies

Knowledge / Skills


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