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Senior Enterprise Account Manager

1 month ago

Mumbai, Maharashtra, India Vodafone Idea Limited Full time
Job Summary

We are seeking a highly skilled Senior Enterprise Account Manager to join our team at Vodafone Idea Limited. As a Senior Enterprise Account Manager - Service Excellence Specialist, you will be responsible for ensuring benchmark levels of service across the customer life cycle for enterprise accounts.

Key Responsibilities
  • Service Delivery and Assurance: Monitor customer commitments across products, intervene proactively, and act as a touch point to ensure minimum service level breaches.
  • Customer Engagement: Build a strong feedback mechanism through continuous engagement with stakeholders and accounts – to review account performance.
  • C-SAT Measurement: Conduct C-SAT on quality parameters & process.
  • Revenue Enhancement: Drive revenue enhancement via customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn. Upsell/ cross-sell to enhance account revenue.
  • Digital Agenda: Drive automation & digital agenda with customers to reduce cost to serve.
Requirements
  • Leadership Experience: 5+ years of experience in leading a customer service team with exposure to service delivery and assurance.
  • Customer Facing Roles: Experience in managing customer facing roles for a reputed organization with a proven track record in meeting service levels and RNPS targets.
  • B2B or Telecom B2B: Prior experience in B2B or Telecom B2B.
Education and Qualifications
  • University Degree: University Degree in Business preferably with technical qualifications, or equivalent qualification.
  • Technical Skills: Powerful influencing/ negotiation skills, effective communication & relationship management skills and proven ability to function within a matrix organization.
  • Analytical Skills: Strong analytical skills & ability to balance conflicting business & customer interests.
Estimated Salary:

Rupees 1,200,000 - 1,500,000 per annum.