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AGM - Lead Customer In Life Operations

1 month ago

chennai, India Vodafone Idea Limited Full time

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

Role

Customer In-Life Operations

Job Level/ Designation

M2 / Technical Service Manager

Function / Department

Customer Service / In-life Operations

Location

Corporate

Job Purpose

The role of IoT Specialist Service Manager will be a key position within the Vodafone Business IoT team. It will support large customers across multiple regions and verticals. The IoT Specialist Service Manager will provide In Life technical management & operation support to IoT customers and be accountable for support of contracted IoT Services & Solutions delivered from the IoT Portfolio.

Key Result Areas/Accountabilities

Provide a technical point of contact for the customers Sharper Field Service Management (HT) Revenue Enhancement through cross sell, upsell Drive specific campaigns Focused CX – NPS, RNPS improvements via CFTs Competition In-sighting & Retention – Analytics & Churn reduction initiatives Coordinate analytic, strategic and technical resources to meet client expectations and ensure satisfaction.

Core Competencies, Knowledge, Experience

A proven track record of success in technical operations management in a technology industry Excellent ability to manage customer relationships, their expectations (and define acceptance criteria) and to understand requirements of business and customer to ensure they are translated into technical delivery Experience in successfully managing corporate/global customers and a proven track record in negotiating /influencing at a senior stakeholder level Experience in KPI Reporting A strong operational background in a technical role and experience of working with IoT technologies, with an interest in industry and product enhancements A flexible nature and ability to adapt quickly to new technical products entering the Global Machine-to-Machine Portfolio Innovative thinking and ability to consistently anticipate customer expectations in high pressured situations

Must have technical / professional qualifications

Strong Understanding of M2M, IoT and cellular technologies i.e. IOT Sensors, Platform, Packet Core (PACO) Network, GSM, and other serving nodes. Knowledge across various domains in IoT space including Oil N Gas, Fleet Management, IIOT, e-SIM, etc Previous experience building a services business leveraging new technologies including mobile applications, cloud/SaaS, and wired/wireless networks Good knowledge in device analytics and utilization of Machine learning algorithms in IoT space Possess Strong critical thinking and problem solving skills.

Years of Experience

7+

Industries to look from

Global Technology Companies focused on IOT base product & services, M2MSP, Automotive IOT solution providers

Ideal Organizations to look from

Aricent, PTC, KPIT, Bosch, TechM, Cognizant, Wipro, Datamatics etc

Direct reports

Vodafone Idea Limited  (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

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