Customer Specialist – Converged Comm
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Job Location:
Navi Mumbai - India
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Description
| Key Relationships/Key Customer | External: Call Centers OEM Partners | |
| Internal : HQ Customer Success Team Regional Customer Success Team Product PSS Sol Arch NOC/SOC SD Finance | ||
| Span of control: | Geographic : Region | |
| No. of reports (direct & indirect)- if any : Yes - Multiple | ||
| Why position exists | Customer Success Manager is a Revenue Preservation and Revenue Augmentation Specialist who (a) Owns the complete Revenue preservation Agenda within existing customer accounts and (b) identifies and executes opportunities for Upselling Upgrade and Cross-selling (alongwith Sales PSS Sol Arch or individually) and contributes to regions revenue growth | |
| Job Responsibilities | Manage; Support and Drive Regional Customer Success team for high touch logos Identify revenue preservation and opportunities within existing customers. Ensure all customer issue identification and resolution proactively and reactively; CSAT; Develop and implement upsell/ upgrade/cross-sell strategies along with Sales/PSS/ Sol Arch. Collaborate with product sales and customer success teams for growth plans. Conduct account deep dives to identify gaps and solutions to improve churn and revenue growth | |
| Key Result Areas | Churn reduction for the agigned set of logos. Increase in upsell/upgrade/renewals/cross-sell revenue and Lead Generation Growth in product penetration per customer. Revenue Growth for assigned portfolio | |
| Necessary | Preferred | |
| Skills/ Capabilities and competencies | Strong commercial mindset with consultative approach. Deep understanding of Customer Success Agenda around Revenue Preservation and Revenue Augmentation. Negotiation & customer engagement expertise | |
| Qualification | MCA MBA/ B Tech or Equivalent | Requisite Certifications in domain of IaaS and Security. |
| Overall Work Experience | 12 Year relevant expertise | |
| Age (Optional) | ||
| Essential Requirement | Must be very good with understanding customer requirements; managing large teams resolving customer pain points drive both revenue augmentation and revenue preservation. | Strong understanding of B2B telecom and/or cloud products. |
| Comfortable with engaging with varied Stakeholders. Superstar at Learning. Comfortable in stress full situation who can drive multiple agendas. | ||
| Behavioural Attributes | Strong Leadership Strategic Thinking Problem Solving Skills with focus on driving customer satisfaction | |
| Prefered Industry | IT ITES Hi Tech Telecom |
Required Experience:
IC
About Company
Transforming Businesses through Digitalization Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the country’s leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, ... View more
