National Strategic Account Service Manager

4 weeks ago

Delhi, Delhi, India Vodafone Idea Limited Full time

At Vodafone Idea Limited, we are committed to delivering exceptional customer experiences and contributing to the growth of a truly 'Digital India'. As a National Strategic Account Service Manager, you will play a crucial role in executing our service strategy and ensuring benchmark levels of service and collections across our customer life cycle for strategic accounts with Mobility & IoT products.

Key Responsibilities:

  • Implement the service and collections strategy to deliver differentiated services for strategic accounts.
  • Improve customer experience based on feedback from customer VOC, RNPS, C-SAT scores, etc.
  • Act as a consultant, innovate, and bring appropriate changes in service delivery depending on market realities and demands.

Operational Responsibilities:

  • Customer engagement via digital medium, field interactions, formal service reviews, and other engagement programs that cater to the customer's evolving service needs for Mobility & IoT products.
  • Initiate service improvement plans to ensure open issues are addressed, service levels, and customer commitments are met.
  • Compliance to standard servicing norms, monitor customer commitments, intervene proactively, and act as an escalation point to ensure minimum service level breaches.
  • Revenue enhancement through service-led upsell/cross-sell measures and campaigns.
  • Customer retention through focused proactive and reactive measures to control Voluntary, Involuntary, and Value churn.
  • Drive the digital agenda with customers to reduce cost to serve.
  • Ensure that payments receivables are collected for strategic accounts within a defined period for an identified bucket, thereby increasing incremental revenue from the existing base.

Developmental Responsibilities:

  • Continuous training and certification on building capabilities, skills, and competencies with specific focus on other LoBs (IoT, Cloud, FLX, etc).

Requirements:

  • 7+ years of experience in face-to-face customer management, preferably in managing large bases of Mobility & IoT products.
  • Ability to manage 'C' level engagement.
  • Prior experience in B2B or Telecom B2B.
  • Proven track record in meeting service levels, collections, and NPS targets in different situations.

Desired Competencies/Skills:

  • Powerful influencing and negotiation skills.
  • Effective communication and relationship management skills.
  • Proven ability to function within a matrix organization.
  • Strong analytical skills and ability to balance conflicting business and customer interests.
  • Experience in handling CS and collections in a B2B environment.

Education Qualifications:

  • University Degree/MBA along with technical qualifications or equivalent.
  • ITIL Certification on Foundation, Service Operations.

Key Performance Indicators:

  • VIBS RNPS, CSAT, and Key National Programs.
  • Operational KPIs for customer engagement - service management, incident, and escalation management.
  • Digital drive and self-service adoption resulting in cost optimization and reduced cost to serve.
  • Customer Retention management, Revenue enhancement, Collections (identified receivables bucket).

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