HCL Tech Mega Walk-in drive || Telecom Customer Success Manager

HCLTech – Mega Walk-In Drive on 01-Nov-25 Role: Telecom Customer Success Manager (T-CSM) 🗓️ Date: 01-Nov-2025 (Saturday) ⏰ Time: 10:00 AM – 2:00 PM 📌 Venue: 8th Floor, Unit-B, ITPL Aviator Building, Whitefield Main Rd, SEZ, Bengaluru, Karnataka 560066 About the Role We’re hiring for Associate Manager – GST Global Success Team (GST), a strategic leadership role focused on customer success, operational excellence, and account growth within the Telecom domain. Experience: 7–15 Years Location: Bangalore Responsibilities include: Growth Management - Provide Customer Reference Guide for service information, tool training and Client engagement info - Enable Customer on VEC, review and reinforce as needed to maximize self-service utilization - Engage early, reviewing contracts and amendments to oversee contractual obligations (Stage 4/5 involvement launching with custom) - Provide ongoing Contractual Oversight for service impacts as changes occur - Provide standard contractual reporting for spend, commitment and other contractual components - Serve as a Customer Advocate and key interface within the Client Global Service Organization. - Prepare and deliver a Service Review (or Digital Service Review) covering service and contractual performance - Establish regular periodic Check-In meetings with the key customer contact(s) - Conduct regular pro-active Campaigns to improve Customer experience - Provide Good-Will Outreach event-based engagement with Customers to offer special assistance - Increase sales opportunities through the creation of Rev-Up Lead Generation for Customers Performance Management - Actively provide Overall Client Health Monitoring taking prescriptive measures to improve experience - Manage daily Actionable Alerts in VE-CRM - Monitor Delivery Health for failed activations and past due orders (No GSM action unless delivery is not resolving issues) - Upon Customer request, serve as a liaison, assisting with directing Customer to accountable team ensuring closure - Inform Customer they can review SLAs via VEC* - Show Service Level Availability trends in scheduled Service Review - Maintain awareness of Priority 1 tickets - (No GSM action unless warranted escalation occurs) - Offer a point of escalation if resolution not achieved through standard channels, assist with directing to accountable team - Deliver Root Cause Analysis readouts prepared by Assurance - Provide standard change visibility and reporting through VEC online portal - Provide financial and accounts receivable oversight via Client Health Financial score review - Maintain awareness of disconnects, suspensions, and aged balances - Provide inquiry and credit oversight via inquiry alert monitoring and escalation assistance - Review and disposition zero usage and churn alerts. Skills & Qualifications - Strong problem-solving and analytical mindset with data-driven decision-making. - Proven experience managing large enterprise telecom accounts. - Ability to collaborate and influence cross-functional global teams. - Excellent stakeholder communication, presentation, and negotiation skills. - Education: B.Tech/B.E. or any degree (MBA/MSc IT/MCA preferred). - Mandatory: Telecom or Networking domain experience and ITIL Certification. - Proficiency in Microsoft & any other tools. Why Join HCLTech? - Work with 222,000+ employees across 60+ countries - Collaborate with colleagues from 165 nationalities - Virtual-first & flexible work culture supporting work-life balance - Access to continuous learning & global career development programs - Recognized as a Great Place to Work Certified & Top Employer in 17 countries Equality & Opportunity for All At HCLTech, we are proud to be an equal opportunity employer, fostering a culture of diversity, inclusion, and respect.