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Role
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Regional Service Account Manager
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Location
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Mumbai
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Band
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M1
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Job Purpose
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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
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Key Result Areas/Accountabilities
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- 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 strong feedback mechanism through continuous engagement with stakeholders and accounts – to review account performance,
- Conduct C-SAT on quality parameters & process
- Revenue enhancement via customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn. Upsell/ cross-sell to enhance account revenue.
- Drive automation & digital agenda with customers to reduce cost to serve
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Core Competencies, Knowledge, Experience
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- 5+ years of 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 or Telecom B2B
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Key Performance Indicators
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- 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
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Must have technical / professional qualifications
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- University Degree in Business preferably with technical qualifications, or equivalent qualification
- 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.
- Experience in handling CS in a B2B environment
- Experience in handling Mobility & IoT Service Support
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