Walk-in | Telecom Customer Success Manager

About the job

HCLTech Mega Walk-In Drive on 01-Nov-25

Role: Telecom Customer Success Manager (T-CSM)

Date: 01-Nov-2025 (Saturday)

Time: 10:00 AM 2:00 PM

Venue: HCLTech, 8th Floor, Unit-B, ITPL Aviator Building, Whitefield Main Rd, SEZ, Bengaluru, Karnataka

Google Map Link:

About the Role

We're hiring for Associate Manager GST Global Success Team (GST), a strategic leadership role focused on customer success, operational excellence, and account growth within the Telecom domain.

Experience: Years

Location: Bangalore

Shift: US Shift (Night)

Immediate joiners are preferred

Responsibilities include:

Growth Management

• Provide Customer Reference Guide for service information, tool training and Client engagement info
• Enable Customer on VEC, review and reinforce as needed to maximize self-service utilization
• Engage early, reviewing contracts and amendments to oversee contractual obligations (Stage 4/5 involvement launching with custom)
• Provide ongoing Contractual Oversight for service impacts as changes occur
• Provide standard contractual reporting for spend, commitment and other contractual components
• Serve as a Customer Advocate and key interface within the Client Global Service Organization.
• Prepare and deliver a Service Review (or Digital Service Review) covering service and contractual performance
• Establish regular periodic Check-In meetings with the key customer contact(s)
• Conduct regular pro-active Campaigns to improve Customer experience
• Provide Good-Will Outreach event-based engagement with Customers to offer special assistance
• Increase sales opportunities through the creation of Rev-Up Lead Generation for Customers

Performance Management

• Actively provide Overall Client Health Monitoring taking prescriptive measures to improve experience
• Manage daily Actionable Alerts in VE-CRM
• Monitor Delivery Health for failed activations and past due orders (No GSM action unless delivery is not resolving issues)
• Upon Customer request, serve as a liaison, assisting with directing Customer to accountable team ensuring closure
• Inform Customer they can review SLAs via VEC*
• Show Service Level Availability trends in scheduled Service Review
• Maintain awareness of Priority 1 tickets - (No GSM action unless warranted escalation occurs)
• Offer a point of escalation if resolution not achieved through standard channels, assist with directing to accountable team
• Deliver Root Cause Analysis readouts prepared by Assurance
• Provide standard change visibility and reporting through VEC online portal
• Provide financial and accounts receivable oversight via Client Health Financial score review
• Maintain awareness of disconnects, suspensions, and aged balances
• Provide inquiry and credit oversight via inquiry alert monitoring and escalation assistance
• Review and disposition zero usage and churn alerts.

Skills & Qualifications

• Strong problem-solving and analytical mindset with data-driven decision-making.
• Proven experience managing large enterprise telecom accounts.
• Ability to collaborate and influence cross-functional global teams.
• Excellent stakeholder communication, presentation, and negotiation skills.
• Education: B.Tech/B.E. or any degree (MBA/MSc IT/MCA preferred).
• Mandatory: Telecom or Networking domain experience and ITIL Certification.
• Proficiency in Microsoft & any other tools.

Why Join HCLTech?

• Work with 222,000+ employees across 60+ countries
• Collaborate with colleagues from 165 nationalities
• Virtual-first & flexible work culture supporting work-life balance
• Access to continuous learning & global career development programs
• Recognized as a Great Place to Work Certified & Top Employer in 17 countries

Equality & Opportunity for All

At HCLTech, we are proud to be an equal opportunity employer, fostering a culture of diversity, inclusion, and respect.