Regional Service Account Manager
4 weeks ago
Job Title: Regional Service Account Manager
Job Summary:
Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. As a Regional Service Account Manager, you will be responsible for ensuring benchmark levels of service across the customer life cycle for enterprise accounts. Your primary goal will be to proactively and reactively ring fence the customer base, adopt a consultative approach, and use analytics/digital to improve customer experience.
Key Responsibilities:
- Compliance to standard norms, monitor customer commitments across products, intervene proactively, and act as a touch point to ensure minimum service level breaches.
- Build a strong feedback mechanism through continuous engagement with stakeholders and accounts – to review account performance, conduct C-SAT on quality parameters & process, and revenue enhancement via customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn. Upsell/cross-sell to enhance account revenue.
- Drive automation & digital agenda with customers to reduce cost to serve.
Requirements:
- 5+ years of experience in leading a customer service team with exposure to service delivery and assurance.
- Experience in managing customer-facing roles for a reputed organization with a proven track record in meeting service levels and RNPS targets.
- Prior experience in B2B or Telecom B2B.
Key Performance Indicators:
- Churn & Revenue Management: Customer retention – Ring fence Sub base & Value churn, Revenue enhancement – Upsell / Cross-sell & Cost optimization – Reduce cost to serve.
- Customer engagement - Field service management, Incident management, Escalation management & Management reporting.
- Drive customer first agenda – RNPS, NPS & CSAT.
- Digital drive and self-service adoption.
About Vodafone Idea Limited:
Vodafone Idea Limited (formerly Idea Cellular Limited) is an Aditya Birla Group & Vodafone partnership. We are committed to delivering delightful customer experiences and contributing towards creating a truly 'Digital India' by enabling millions of citizens to connect and build a better tomorrow.
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