Responsible for leading and driving new customer transitions and existing customer relationships for addition and management of services
Principle Accountability:
- Accountable for ensuring customer satisfaction at PAN India Level
- Responsible for business growth through existing and recent programs, profitability, customer engagements & satisfaction, program management, KPI of the assigned projects
- Project Planning:
- Understand Customer expectations and to translate requirements to specific milestones and deadlines
- Prepare & review plan/ timelines with business and getting a sign off
- Facilitating, coordinating and tracking of transition during Planning, Transition phase, and Handover
- Managing regular governance calls with key stake holders
Customer Engagement & Delivery Management:
- Maintain customer relationship through regular interactions, meetings, updates and reviews
- Building and maintaining strategic ties as well as networking with existing and potential customers in order to establish long-term, trustworthy relationships
- Ensure customer escalations/ issues are addressed appropriately within timelines with focus on reduction
- Ensure smooth take over and control by the delivery team
- KPI management and review
- Continuous interactions with the customers for short term and long term visibility of inventory
Stakeholder Management:
- Understand customer expectations both at a macro and micro level and transfer customer perspective to the team
- Build productive and influential relationships with key customer stakeholders
- Be part of governance meetings
- Understand and manage customer expectations about scope and timelines
- Ensure workflow processes are agile to respond to changes in the customers expectations or environment
Analyzing Opportunities
- To work towards identifying and analyzing new opportunities for enhancing business growth
- To gather information on the analysis of the markets for expanding the busi