Manager - Customer Success Management

Job Family Descriptor

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, Cross-sale/Up-sale and driving adoption and consumption of usage-based services.  This involves enhancing the value customers derive from TCL product services while ensuring the fulfilment 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 Revenue and customer life cycle requirements:

Broad outline of the Role

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 performance analysis linked upgradation, cross-sales & up-sales of the 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 of services.
• Ensures quality 360-degree life cycle management of the customer account, ensuring meeting / exceeding the NPS threshold for the territory and all other contractual obligations.
• Nurturing and retaining the customer, voice of the customer analysis, reference programs and Service reviews.
• Develops deep relationships within the customer senior management account across functions as well as has an in depth understanding of the customer's business, strategy and focus to create greater value for TCL services thereby enhancing customer lifetime value.

Purpose - Broad objective of the role

CSM is expected to meet Account Contracted Gross Revenue Targets. Contracted Gross Revenue is defined by the following 3 areas.

1. Baseline Revenue as FY start
2. Additional Forecasted SDWIP through the FY
3. Achieving or exceeding the usage-based revenue target
4. Managing AOP for Price erosion, terminations, Service credits, aged debt

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 / Customer Success Mgmt. profile. Should have carried $$ targets in some form in previous role/s.

Other knowledge/skills

Nurture and retain

• Proactively nurture the customer and ensure we are delivering lifetime value as agreed during onboarding phase.
• Monitor performance & customer health signals & proactively mitigate any pain points.
• 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)
• Own and end to end managed customer service life cycle
• 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 Mgmt. teams to close depending on qualifications. (e.g. technology migration laden renewals or those that involve public sector / government tendering / RFPs).
• Provide continuous improvement
• 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.
• Moves, Adds, Changes and Deletes (MACD)
• Own end-to-end MACD responsibility, including providing repricing, quotations, documentation 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.
• Traffic expansion for subscription services and consumption expansion for usage-based services.
•  Help uncover new opportunities for the sales team and pass on those opportunities to them.

Role Development

• 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

Key Responsibilities

Contact / Customer Onboarding

• Contract 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.
• Internal Kick-off call & handover from Sales to Delivery Program Management
• Agree with the customer on an approach to Time to Value with customer and internal teams.
• 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)
• SDWIP funnel management to accelerate implementation for faster revenue realisation by clearing the internal and external dependencies.
• Govern on-hold decision at entry and reduce cancellations.
• Service Adoption & revenue enhancement
• Ensuring timely activation and service acceptance
• 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.
• For usage-based services like UCAAS, analyse customers’ usage to help identify areas for adoption and enhancement.
• 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.
• Drive adoption on customer self-service portal (Optimus/TCX)

Technical Competencies

• 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 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.
   

Knowledge / Skills