Manager - Customer Success Management Customer Success Management - B3201 2

3 weeks ago

Mumbai, Maharashtra, India timesjobs Full time
Manager - Customer Success Management (Customer Success Management) - B3201_2

Date: 17 Aug 2023

Location:
Mumbai, India

Company:
Tata Communications

Job Family Descriptor
Act as Customer voice in the organization and viceversa and be the customer champion for all service expectations and contractual obligations by orchestrating Tata Communication teams to exceed customers expectations throughout the customer lifecycle Increase in wallet share of customer in terms of YoY Gross Revenue Growth Increasing NPS in the respective accounts Adoption usage of TCL services Renewals and Churn Management Own the overall Operational and Delivery relationship with the Customer and contribute to the Service life cycle of the contract managing stakeholders expectations Collaborate with the contract manager where one is present and contribute to profitability agenda and ensuring that contractual commitments are met Become a Trusted Advisor to the customer Provide technical support to customers or training on products to help customers plan and understand best ways to utilize companys products basis needs and business plans Ensure successful transition of the engagement team to the delivery team with the overall objective to make TCL a preferred partner for customer Influence TCL retention with customer to increase revenue opportunities
Broad outline of the Role
May Lead a team through application of deep knowledge of one job area or broad knowledge of several job areas within Customer Success Management or may be an individual contributor Operational role responsible for setting objectives and delivering results that have a significant impact within the context of a wider operational area Identifies problems and updates or modifies working methods in own role without the benefit of defined procedures May Provide first level of supervisory management to a work team that includes professional roles May also supervise technical and administrative staff Self sufficient capable of identifying key issues and priorities and focusing on these to deliver required results with minimal direction and supervision Work group team focus

Education:
Graduate engineering preferred

Experience: 4-8 yrs

Purpose - Broad objective of the role
Operating Network - Key External
Operating Network - Key Internal
Size and Scope of Role - Financial
Size and Scope of Role - No. of direct reports
Size and Scope of Role - Total team size
Size and Scope of Role - Other size parameters
Minimum qualification & experience
Other knowledge/skills
Key Responsibilities
Technical Competencies
Knowledge / Skills

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Contract Manager, Technical Support, Manager, Engineer, Customer Service, Legal, Technology, Management, Engineering

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