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Sr.Manager - Customer Success Management

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Date: 16-Oct-2021

Location: Washington, United States

Company: Tata Communications

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 fulfilment of TCL service obligations, delivering on TCL contracted revenue expectations, and delivering to customer Time to Value. 

Job 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. Ensuring Fixed MRC services are activated on time and accepted by customers. 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.
  • Nurture and Retain. Proactively nurture the customer and ensure we are delivering lifetime value as agreed during onboarding phase. Ensure the customer success parameters and matrix as agreed during the boarding phase are being realized as per mutual agreement and expectation.
  • Responsible for the MACD including providing repricing, quotations, and closure formalities. Post MACD order closure hand over to the respective teams for regular execution of the MACD orders.
  • Expand. Work together with sales to create a near- and long-term account success plan.
  • Role Development. Drive Digital Strategy to customer and ensure Individual remains certified and trained with our Growth Services

 Qualifications & 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 Management or Service Management profile. Should have carried targets in some form in previous role/s. Ideally from Telecommunications or ICT industries
  • 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.
  • 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

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

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