Deputy General Manager - Sales- India

Broad outline of the Role

• Drive Customer Success through enhanced customer experience with the objective of protecting and enhancing revenue through effective renewals, churn mitigation and driving adoption and consumption of services.  This is a tactical role which contributes in defining the direction of the operating plans based on the business strategy, with a significant mid-term impact on business unit’s overall results.

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

• Bachelor’s and/or equivalent experience. MBA or equivalent preferred
• 7-12 years of enterprise sales or service management experience.

Other knowledge/skills

• Extensive experience in building executive relationships with key customer stakeholders.
• Finance understanding, ability to review PandL, construct and report against business cases
• Contracting knowledge, ability to read and understand terms and conditions

Key Responsibilities

• Own the customer contract onboarding process and drive alignment between Sales, Solutions, Program Management and key customer stakeholders
• Define Customer Engagement and governance model along with the customer
• Drive service adoption by understanding usage and establishing predictive capacity and trending.
• Ensure the customer success parameters and matrix as agreed during the onboarding phase are being realized as per mutual agreement and expectation.
• Develop and execute action plan based on various customer feedback including CSAT, NPS and other ways of capturing Voice of Customer
• Define a clear renewal and retention strategy for the allocated accounts and orchestrate the execution of the strategy
• Manage service Credits, handle contractual obligations, dispute resolution.
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Technical Competencies

Knowledge / Skills