Broad outline of the Role

- Drive Customer Success through enhanced customer experience with the objective of protecting and enhancing revenue through effective renewals, churn mitigation and driving adoption and consumption of services.This is a tactical role which contributes in defining the direction of the operating plans based on the business strategy, with a significant mid-term impact on business units overall results.

Minimum Qualifications Experience

- Bachelors and/or equivalent experience. MBA or equivalent preferred
- 7-12 years of enterprise sales or service management experience.

Other Knowledge Skills

- Extensive experience in building executive relationships with key customer stakeholders.
- Finance understanding, ability to review PandL, construct and report against business cases
- Contracting knowledge, ability to read and understand terms and conditions

Key Responsibilities

1.



Own the customer contract onboarding process and drive alignment between Sales, Solutions, Program Management and key customer stakeholders
2. Define Customer Engagement and governance model along with the customer
3. Drive service adoption by understanding usage and establishing predictive capacity and trending.
4. Ensure the customer success parameters and matrix as agreed during the onboarding phase are being realized as per mutual agreement and expectation.
5. Develop and execute action plan based on various customer feedback including CSAT, NPS and other ways of capturing Voice of Customer
6. Define a explicit renewal and retention strategy for the allocated accounts and orchestrate the execution of the strategy
7. Manage service Credits, handle contractual obligations, dispute resolution.
8. .

📌 Sr Manager - Global Systems Integrator (Mumbai)
🏢 Tata Communications
📍 Mumbai