Job Purpose

Ensuring benchmark levels of service across the customer life cycle for enterprise accounts, to proactively & reactively ring fence the customer base, to adopt a consultative approach & use analytics / digital as a means to improve customer experience, to engage with C- level, drive customer engagement programs & deliver on service improvement / development plans to enhance customer satisfaction index across enterprise products

Key Result Areas/Accountabilities

- Compliance to standard norms, monitor customer commitments across products, intervene proactively and act as an touch point to ensure minimum service level breaches
- Build a robust feedback mechanism through continuous engagement with stakeholders and accounts to review account performance,
- Conduct C-SAT on quality parameters & process
- Drive automation & digital agenda with customers to reduce cost to serve

Core Competencies, Knowledge, Experience





- Experience in leading a customer service team with exposure to service delivery and assurance.
- Experience in managing customer facing roles for a reputed organization with a proven track record in meeting service levels and RNPS targets
- Prior experience in B2B

Key Performance Indicators

- Churn & Revenue Management: Customer retention Ring fence Sub base & Value churn, Revenue enhancement Upsell / Cross-sell & Cost optimization Reduce cost to serve
- Customer engagement - Field service management, Incident management, Escalation management & Management reporting
- Drive customer first agenda RNPS, NPS & CSAT
- Digital drive and self-service adoption

Skills: B2b, field service management , Incident Management, Customer Engagement, Revenue Management, Escalation, Customer Service

Experience: 3.00-7.00 Years

📌 Regional Service Account Manager (Mumbai)
🏢 _VOIS
📍 Mumbai