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Sr. Manager - CSM (Media Entertainment Services)

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Date: 18-Feb-2021

Location: Maryland, United States

Company: Tata Communications

CUSTOMER SERVICE MANAGER, MEDIA AND ENTERTAIMENT SERVICES
 

Industry: Media and Entertainment

Employment Type: Full-time

Job Functions: Customer Service Management

Position: CSM – Customer Service Manager

Job Family: Customer Success Group


We are looking for a seasoned business leader with proven experience of supporting a niche Telecom Media business in and across regions. You will be supporting a very dynamic suite of Product and Services, and a challenging and exciticng set of Industry customers.  

 

As a Customer Service Manager (CSM), your job will be supporting the Media and Entertainment Services (MES) sales and business development team within the Americas region. We are looking for an experienced CSM to help support, and help develop our growning MES business by providing exceptional, professional and polished Sales ecosystem support to our demanding client base. The ideal candidate will be responsible for assisting with the team’s day to day business operations, navigating the company’s procedures, processes and systems all with the main focus of delivering an excellent customer experience. In order to do this successfully this role requires a basic understanding of key technologies used for Media Broadcast, Terrestrial and Satellite, Contribution/ Events/ Occasional Use, Remote Production, Transmission, Content Acquisition/ Aggregation/ Management/ Distribution, OTT, Cloud based media workflows, Network/WAN (IP, MPLS/GVPN, Ethernet), Hosting/Cloud computing, Unified Communication and IOT.


Key Resposibilities:

 

  • Build and maintain client relationships through proactive account management and rapid response to resolve Client’s needs and escalations. 
  • Onboarding new clients including Client welcome package, portal, and Tata MES product and/or system training.  
  • Ability to explain to our Clients the organization and its business process, products, and services so they understand our plans, offerings, and capabilities and accurately communicate the voice of the Client to key MES stakeholders. 
  • Assist our Client’s in resolving related billing issues, which requires a detailed understanding of MES’s technical specifications, systems, processes, and logic. 
  • Assume lead customer engagement for all transactional MACD and annual renewals- assume lead in driving the base management research and negotiation in collaboration with account team.  
  • Create and executive client engagement plans in collaboration with sales
  • Prepare and host Quarterly Business Reviews (QBR’s) with defined Clients
  • Partners with sales and marketing to identify and help deliver on growth opportunities for MES’s business with existing Clients. 
  • Act as a Client Liaison between sales, sales engineering, service delivery, product, operations, and leadership. 
  • Provides timely feedback to the company regarding the client experience – successes, failures and/or client concerns. 
  • Leverage Client relationships for case studies. 
  • Documents Client interaction on a real time basis to support seamless experience across the client lifecycle. 
  • Creates, Builds and Executes on Client Advisory Boards.
  • Recommends process improvements with a focus on Client Success and continues improvements 
  • Responsible for maintaining revenue by assisting with Contract renewals and identifying areas of opportunity for growth.

Skills and Qualificaton:

  • 3-5years of experience in account management, client support, project management, or service support/delivery. 
  • A blend of business acumen, Communications and Media knowledge, governance, and operations. 
  • Excellent client facing skills and a desire to drive high Client success
  • Process oriented with the ability to effectively multi-task in a very fast paced environment
  • Technical aptitude around Telecommunications and Media based technologies and services desired.   
  • Attention to detail, problem-solving and strong administrative capabilities. 
  • Strong work ethic with flexible schedule and the ability to thrive and be successful in an ever-changing environment
  • Strong communication skills to interface with both internal and external stakeholders.

This is an instrumental Tata Media Entertainment Services position and the right candidate in this role has an opportunity to make a huge impact at Tata Communications and add value to our future decisions. If this position has piqued your interest and you have what we described - we invite you apply. All the best !


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