Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
Minimum Qualifications & Experience
BE MBA minimum 15 years in telecom industry preferably in a customer management role
1 BU Customer Engagement Periodically arrange and coordinate company senior Management interaction with Customers Conduct and monitor SM governance schedules with customers on Service performance financial performance and customer experience performance Review customer risks issues and problems with internal teams and drive timely closure Guide team to make customer specific Service Improvement and development plans and drive buy in from the customer leadership Direct and monitor implementation across all internal functions Performance Metrics CSAT No of Governance Meetings v s planned Customer Feedback No of Strategic Improvement plans implemented 2 BU Customer Management Collaborate with regional sales teams to ensure Service Management teams and processes are continually focussed and aligned on recent business growth within existing accounts profitability churn and retention Conduct monthly reviews with internal teams on customer SLA customer feedback governance meeting outcomes etc Conduct reviews and drive understanding with internal team leadership on customer issues and requirements to get concurrence on Strategic Interventions and service improvement plans Drive automation of reports needed for customer interface Define escalation matrix for the customers and drive customer s education and adherence on it Guide team to handle outages and personally lead major customer escalati
📌 General Manager (India)
🏢 Tata Communications
📍 India
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