Manager - Customer Success Manager

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Date: 22 Nov 2023

Location: Pune, India

Company: Tata Communications

Broad outline of the Role

The broad objective of this role is to drive Customer Success through enhanced Customer Experience resulting in protection and enhancing revenue for Tata Communications through effective renewals, churn mitigation, timely and effective SDWIP conversion and driving adoption and consumption of usage based services. This involves enhancing the value customers derive from TCL product services while ensuring the fulfiment of TCL service obligations, delivering on TCL contracted revenue expectations.and delivering to customer Time to Value. There are 4 key pivots to the role in managing the customer life cycle requirements:

* Ensuring that the customer business parameters linked to TCL services are met / exceeded.

* Owns the protection and growing the revenue from the assigned account/s through:

-- Churn mitigation using cross sell or upsell during renewals maintaining a "farming" mindset to CSM. ("Farming" term is used in the context of driving adoption and consumption of contracted usage services and also traffic and performance analysis linked upgradation / migration of contracted services).

-- Drive accelerated conversion of Service Delivery funnel into realizable revenue.

-- Drive consumption of usage based services to expand revenue, through effective boarding, adoption and expansion ofservices.

-- Ensures quality 360 degree life cycle management of the customer account, ensuring meeting / exceeding the NPSthreshold for the territory and all other contractual obligations.

* Nurturing and retaining the customer, VoC analysis, reference programs and Service reviews.

* Develops deep relationships within the customer account across functions as well as has an indepth understanding of the customer's business, strategy and focus to create greater value for TCL services thereby enhancing customer life time value.

Minimum qualification & experience

Relevant technical/Business Studies Degree or MBA with 6 - 12 years of experience in customer facing role

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

Other knowledge/skills

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.

communication skills, influencing skills, interpersonal skills, thought leadership in providing digitial telecom services, experience with new and ermerging technologies such as machine learning and effective analytics.

Finance understaning, 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.

Key Responsibilities

Customer / Contract Onboarding- Orchestrates that all stakeholders are involved in boarding the customer in terms of the order/contract are done in a timely and accurate manner, thereby ensuring timely and effective activation of services

Service Adoption & revenue enhancement

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

Moves, Adds, Changes and Deletes (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.

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.

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.

Technical Competencies

Knowledge / Skills

Job Segment: Telecom, Telecommunications, Manager, MBA, Customer Service, Technology, Management

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