Tata Communications
Website:
tatacommunications.com
Job details:
About The Company
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
Broad outline of the Role
- Responsible for executing customer success management strategy (customer retention, churn mitigation and driving adoption and consumption of services) by building and maintaining relationships with customers and handling escalations and special requests of customers related to aspects like performance, quality and improvements with the objective of enhancing customer experience. This is an operational role, responsible for delivering results that have direct impact on the achievement of results within the assigned account and business.
Minimum Qualifications & Experience
- Bachelor’s and/or equivalent experience. MBA or equivalent preferred
- 7-12 years of enterprise sales or service management experience.
Other Knowledge & Skills
- Account management and sales experience
- Demonstrable ability to create and give business and technical presentations and demos.
- Demonstrated experience in gathering and understanding customer business requirements.
Key Responsibilities
- Manage the customer life cycle
- customer onboarding, engagement and service adoption
- Work with cross functional teams- Professional Services, Product, Operations, Billing, Delivery and other teams to resolve customer business issues and delivery
- Manage the customer success parameters and ensure commitments agreed during the onboarding phase are being realized
- Manage customer feedback and product needs by providing feature requests to internal teams.
- Ensure that all stakeholders are involved in onboarding the customer, order or contract are done in a timely and accurate manner, thereby ensuring timely and effective activation of services
- Manage customer requests- Moves, Adds, Changes and Deletes
- Review customer risks issues and problems with internal teams and drive timely closure
- Make customer specific service improvement and development plans and monitor implementation across all internal functions
- Track customer SLAs, customer feedback, governance meeting outcomes etc
- Define escalation matrix for the customers and drive customer's education and adherence on it
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