Sr. Customer Service Executive

Job Description 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 About Your Role Customer Success Manager, Sr. Executive Pune, India The broad objective of this role is to drive Customer Success through enhanced Customer Experience resulting in protection and growth of revenue for Tata Communications through effective renewals, churn mitigation, timely and effective SDWIP (Service Delivery WIP) conversion and driving adoption and consumption of usage based services. This involves enhancing the value customers derived from Tata Comm product services while ensuring the fulfilment of Tata Comm service obligations, delivering on Tata Comm contracted revenue expectations and delivering to customer Time to Value. There are 4 key pivots to the role in managing the customer life cycle requirements: - Ensuring that the customer business parameters linked to Tata Comm services are met / exceeded. - Owns the protection and growth of the revenue from the assigned account/s through Churn mitigation, timely closure of delivery to ensure revenue realization, drive consumption of Usage based services - Nurturing and retaining the customer, Voice-of-Customer analysis, reference programs and Service reviews. Ensures quality 360 degree life cycle management of the customer account, ensuring meeting / exceeding the NPS threshold for the territory and all other contractual obligations. - Develops deep relationships within the customer account across functions as well as has an in-depth understanding of the customer's business, strategy and focus to create greater value for Tata Comm services thereby enhancing customer life time value. Key KPIs would include : - Churn mgmt. : The CSM is required to come up with a clear renewal and retention strategy for the allocated account/s and orchestrate the execution of the strategy leveraging the larger TCL set of stakeholders across functions. The objective is to proactively retain the customer and ensure churn mitigation through a combination of minimal erosion and service and consumption expansion. Some opportunities may be handed to Account Mgmt teams to close depending on qualification. (eg. technology migration laden renewals or those that involve public sector / government tendering / RFPs). - Contract Management: The CSM is required to own and provide in-life contract life cycle management to the account. To be well versed with the contract in terms of deployment obligations, Terms and conditions, service level agreements, penalties and proactively reach out to the customer for Contract Renewals - Support Service Assurance in Severity 1 escalation mgmt, maintaining the Customer Service Guide with updated TCL contacts and processes as well as maintaining the right operational customer contacts for TCL to communicate with: - Customer Life-cycle Management Conduct periodic cross-functional Service / Business reviews, manage & drive Escalations through Cross-Functional stakeholders, managing service Credits, handling contractual obligations, dispute resolution. - Drive portal adoption - Position himself/herself as the knowledge partner to the customer in the context of the customer environment and the application of the TCL services in that environment and use case. Educational Requirement Relevant technical /Business Studies Degree or MBA with 8 - 12 years of experience in customer facing role : preferably BE Electronics & Telecom ITIL certification (must), communication skills, influencing skills, interpersonal skills, thought leadership in providing digital telecom services, experience with new and emerging technologies such as machine learning and effective analytics. Collaboration cannot be a Silo thinker or have a hero mentality. Sr. Executive - Customer Success Manager Below are the candidates skill-set requirements :- Result orientated, high energy individual with ability to sustaining pressure. Analytical and process orientation. Effective Communication Skills with required protocols for International Clientele (Americas), backed with Collaboration skills . To be able to drive solution to problems through effective collaboration. Existing role demands frequent customer interlocks & relationship mgmt (Engagement with International clientele, Sr. Mgmt. ) High level of customer centricity, empathy and customer hand-holding skills. Problem Mgmt Skills to ensure customer satisfaction and effective addressing of barriers to customer success Aware of Tata Comm products, value proposition, services portfolio (Applicable for IJP candidates) Business Acumen / Farming Skills Contracting knowledge, ability to read and understand terms and conditions.