Career Development Manager

2 weeks ago

Bengaluru, Karnataka, India beBeeCareers Full time US$ 15,00,000 - US$ 20,00,000
Job Description

We are seeking a highly skilled and experienced Career Development Manager to join our team. The successful candidate will be responsible for executing a comprehensive customer success strategy aimed at customer retention, churn mitigation, and driving the adoption and consumption of services.

The ideal candidate will have excellent communication skills, with the ability to build and maintain strong relationships with customers. They will also be able to handle critical/financially impactful escalations and address special requests related to performance, quality, and improvements to enhance the overall customer experience.

Key Responsibilities:
  • Drive Customer Satisfaction: Deliver the best possible service experience across all touchpoints, ensuring high levels of customer satisfaction.
  • Customer Support: Direct customers towards our support model and associated systems/processes, providing them with the necessary resources to resolve their queries efficiently.
  • Service Inventory Management: Own and maintain accurate service inventories and customer information, used across the business to inform strategic decisions.
  • Collaboration and Teamwork: Work closely with the wider service community to meet customer deadlines and deliver exceptional results.
  • Monthly Service Reviews: Run and manage regular service reviews with customers to discuss progress, identify areas for improvement, and set goals for future development.
  • Continuous Improvement: Oversee the continuous improvement process, identifying opportunities to enhance processes, reduce costs, and improve efficiency.
Requirements:
  • A minimum of 4 years of experience in a customer-facing role, preferably in a customer success management position.
  • Commercial Acumen: Strong commercial acumen, with the ability to manage profit and loss effectively, ensuring that customer engagements are financially viable.
  • Sales Knowledge: Excellent sales knowledge, with the ability to identify opportunities for upselling and cross-selling, driving revenue growth.
  • Telecom Product Knowledge: Thorough knowledge of telecom products, including Fixed line, Mobility, Cybersecurity, IoT, SaaS, MPN, Cloud, and Unified Comms.
  • ITIL 4 Certification: ITIL 4 certified, with a deep understanding of the service lifecycle, including sales, build/delivery, and run.

As an Influencer and Collaborator, you will leverage your influencing skills to navigate through organizational teams, handle conflicts, and de-escalate tense situations with customers. You will also engage and manage vendors/carriers and contribute towards account profitability.

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