Team Member

**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.

**DC VISITS**
- Dress code compliance: The CHTM should be attired as per the Yotta policy for customer-facing employees. A light jacket is expected to be worn especially if the visitor and sales team is wearing one.
- Confidence: The CHTM should have confidence in interacting with visitors, many of whom have multiple years of experience in technology domains, and who sometimes can be very pushy and arrogant. Not all visitors are nice people
- The CHTM should welcome prospects at the Yotta DC front desk and should be a great conversationalist. The CHTM should ensure that the visitor has a smooth and pleasant registration at the front desk.
- The CHTM should escort the visitor into the meeting rooms and arrange for refreshments and should also ensure that the sales teams are aware that visitor has entered the premises
- The CHTM will take full responsibility for the DC tour. Though he/she will not be arranging for transport/meeting rooms/food etc., he/she should be able to check if these have been arranged by the respective teams as per the Tussom request, or as per individual discussions with the sales team.
- The CHTM should show a good depth of understanding of all components of a DC and know how each component works together to form a complete DC. He/she is not expected to operate any individual equipment or demonstrate its working.
- The CHTM will, after understanding the requirement, will conduct a tour of the facility with special focus on the visitor’s requirements. The CHTM should be able to take questions from the visitor and answer them. If not, the query should be forwarded to the person capable of answering this.
- The CHTM should also be able to sit for lunch with the visitors and on the whole, make the visitor have a very pleasant experience at Yotta data centers.
- After the tour, the CHTM should be able to ensure that appropriate gifts are given, and the feedback via QR code is filled in.
- Any visitor observations during the tour should be escalated to the respective domain leaders.
- Right throughout the tour, the CHTM is responsible for DC security, both for visitor and accompanying sales members, and is also responsible for safety of both the DC and the visitors. Any concern should be brought to the attention of senior staff immediately.

**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 tran