Team Member

4 days ago

Mumbai, India Yotta Infrastructure Full time

We are Hiring for Team Member Customer Happiness - IT

**Job Scope**:
Responsible for building a positive relationship with a client. Solving any issue that a client experiences. He / She are assigning company resources to the client, billing and invoicing the client, managing the client expectations, and working with the sales team. Also have to prepare reports on the progress of the project.

**Responsibilities**:

- Mediate with Clients for Business as usual, projects, high critical cases, any cross-department coordination, etc.
- Customer's Business analysis to be in place in terms of solution, budgeting, etc to be quality of performance & cost efficient.
- Boost customer's confidence and morale by leading Major Project, activities, Incidents, etc, i.e. in sync with tech teams.
- Increase revenue, by educating customer on the Products Vs Customer's business needs.
- Report preparation on Infra performance, Project review, Open cases with other departments, etc.
- Ensure that contract terms and conditions are met
- Foster positive relationships with our customers as their primary point of contact.
- Handling 10+ customer as a SPOC and representing organization.

**Service Management**

1. The role will be primarily responsible for ensuring delivery of contractual services to customer as per define scope and SLA for premium customers.

2. The role will effectively front end and manage critical incidents and customer escalation by involving appropriate stakeholder from both the organization.

3. The role will publish a monthly dashboard for services rendered by us to customer for contracted services.

4. Provide technical analysis and value added recommendations during the service reviews with the customer on monthly or quarterly basis.

**Client Relationship**

1. The role will second level of escalation point after individual Service desk to resolve concerns or issues by involving appropriate stake holders from various departments (Viz. Sales, Order Management, Billing, Operations, etc.).

2. This role will require regular stake holder mapping at various level within the client organization.

3. This role will drive steering committee meeting (for identified strategic accounts) by involving appropriate stake holders from customer and our organization for operational issues or requirements, overall relationship management, discuss long term engagement plans, resolve any disputed contractual matters, etc.

4. This role will conduct Customer Satisfaction Survey in line with our process.

**Governance, Risk & Compliance**

1. The role will ensure that committed SLAs and customer expectations are met by involving right stake holders.

2. Constantly improve customer experience and eliminate the impact of transactional gaps that exist in delivering quality customer experience.

3. The role will drive towards closure of all risk highlighted by individual stake holders from both organization by informing and involving appropriate stake holders.

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