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Client Services Manager

3 months ago

nagpur, India HCLTech Full time

Greetings from HCLTech

We are looking for Client Services Manager for one of our esteemed customers at Nagpur in telecom domain. Suitable and interested candidates are requested to hit the apply button and we will connect with you on call to discuss further.


Experience: Minimum 5 Years relevant experience


Number of Vacancies: 7 (L2 and L3 level)


Job Location: Nagpur


Industry : Telecom ( Preferable)


Role & Responsibility:

  • Overall relationship management with the Customer
  • Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the Customer contract.
  • Manage Customer enablement duties such as VEC portal overview, training, access requests and ongoing Customer needs.
  • Manage service level assessments, reporting and conduct analysis on the trends and patterns through SLA reporting.
  • Collaborate with service assurance, Service delivery, and finance teams for recommendations and service improvement plans, when warranted.
  • Review internal Key Performance Indicators (KPIs) and provide action plans, when necessary, to improve performance.
  • In tandem with Service Assurance, Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively.
  • Identify ongoing benefits, opportunities, and innovation for continual service improvement
  • Should hold experience into SLA Management, Incident Management, Customer Satisfaction, Escalation Management, Service Desk Domain.