Sr. Customer Service Executive

About The Company
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

About Your Role
**Customer Success

Manager, Sr. Executive**
Pune, India

The broad objective of

this role is to drive Customer Success through enhanced Customer Experience

resulting in protection and growth of revenue for Tata Communications through

effective renewals, churn mitigation, timely and effective SDWIP (Service

Delivery – WIP) conversion and driving

adoption and consumption of usage based services. This involves enhancing

the value customers derived from Tata Comm product services while ensuring the fulfilment

of Tata Comm service obligations, delivering on Tata Comm contracted revenue expectations

and delivering to customer Time to Value.

There are 4 key pivots

to the role in managing the customer life cycle requirements:

• Ensuring that the customer business parameters

linked to Tata Comm services are met / exceeded.

• Owns the protection and growth of the revenue

from the assigned account/s through Churn mitigation, timely closure of

delivery to ensure revenue realization, drive consumption of Usage based

services

• Nurturing and retaining the

customer, Voice-of-Customer analysis, reference programs and Service reviews.

Ensures quality 360 degree life cycle management of the customer account,

ensuring meeting / exceeding the NPS threshold for the territory and all

other contractual obligations.

• Develops deep

relationships within the customer account across functions as well as has an in-depth

understanding of the customer's business, strategy and focus to create greater

value for Tata Comm services thereby enhancing customer life time value.

Key KPIs would include

:

• Churn mgmt. : The CSM

is required to come up with a clear renewal and retention strategy for the

allocated account/s and orchestrate the execution of the strategy leveraging

the larger TCL set of stakeholders across functions. The objective is to proactively

retain the customer and ensure churn mitigation through a combination of

minimal erosion and service and consumption expansion. Some

opportunities may be handed to Account Mgmt teams to close depending on

qualification. (eg. technology migration laden renewals or those that involve

public sector / government tendering / RFPs).

• Contract Management: The CSM is required to

own and provide in-life contract life

cycle management to the account. To be well versed with the contract in terms

of deployment obligations, Terms and conditions, service level agreements,

penalties and proactively reach out to the customer for Contract Renewals

• Support Service

Assurance in Severity 1 escalation mgmt, maintaining the Customer Service Guide

with updated TCL contacts and processes as well as maintaining the right

operational customer contacts for TCL to communicate with:

• Customer Life-cycle Management – Conduct periodic cross-functional Service / Business reviews, manage & drive Escalations through Cross-Functional stakeholders, managing service Credits, handling contractual obligations, dispute resolution.
• Drive portal adoption
• Position himself/herself as the

knowledge partner to the customer in the context of the customer environment

and the application of the TCL services in that environment and use case.

Educational Requirement
Relevant technical /Business

Studies Degree or MBA with years of experience in customer facing role :

preferably BE – Electronics & Telecom

ITIL certification

(must), communication skills, influencing skills, interpersonal skills, thought

leadership in providing digital telecom services, experience with new and

emerging technologies such as machine learning and effective analytics.

Collaboration cannot be a

Silo thinker or have a hero mentality.

Sr. Executive - Customer Success Manager
Below are the candidates skill-set

requirements :-

Result orientated, high

energy individual with ability to sustaining pressure. Analytical and process

orientation.

Effective Communication Skills with

required protocols for International Clientele (Americas), backed with Collaboration skills . To

be able to drive solution to problems through effective collaboration.

Existing role demands frequent

customer interlocks & relationship mgmt (Engagement with International clientele, Sr. Mgmt. )

High level of customer

centricity, empathy and customer hand-holding skills.

Problem Mgmt Skills to ensure customer

satisfaction and effective addressing of barriers to customer success

Aware of Tata Comm products, value proposition, services

portfolio (Applicable for IJP candidates)

Business Acumen / Farming

Skills
Contracting knowledge,

ability to read and understand terms and conditions.