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Key Result Areas/ Accountabilities
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Strategic
- Implement the service strategy to deliver differentiated services to enterprise accounts in order to enhance competitive position in the region and accounts allocated
- Implement a plan to improve customer experience based on VOC, C-Sat scores etc.
- Act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.
Operational
- Field service management via formal service reviews, engagement programs/ FGDs, service desks/ camps etc to cater to the customer’s evolving service needs.
- Revenue enhancement via customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn. Upsell/ cross-sell to enhance account revenue.
- Incident Management, Escalation management, Management reporting – ECR handling within defined norms. Initiate Service Improvement Plans to ensure open issues are addressed, service levels & customer commitments are met. Support service development plans in conjunction with the account team.
- Drive automation & digital agenda with customers to reduce cost to serve.
Developmental
- Continual training and certification on building service capabilities, skills with specific focus on new LOBs (IoT, FL, etc)
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Core Competencies, Knowledge, Experience
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- Churn & Revenue Management – Ring fence sub-base & value churn with added focus on revenue upsell / cross- sell.
- Customer engagement – Field service performance as per national norms
- Drive customer first agenda – RNPS & CSAT
- Drive digital / self-service adoption
- Prior experience in B2B or Telecom B2B
Desired Competencies/ Skills
- Powerful influencing & negotiation skills, effective communication & relationship management skills and proven ability to function within a matrix organization
- Strong analytical skills & ability to balance conflicting business & customer interests.
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