Manager – Regional Account Service Manager

January 9, 2023

Job Overview

  • Date Posted
    January 9, 2023
  • Location
  • Expiration date
    --

Job Description

About: 


Role

Regional Account Service Manager

 

Job Level/ Designation

M1

Function / Department

Customer Service/Enterprise

Location

Indore

Job Purpose

 

 To support & execute the service strategy thereby ensuring benchmark levels of service & collections across the customer life cycle for an identified set of strategic accounts across all segments, to deliver the best in class customer experience, to drive net promoter score and CSAT index across segments,, to drive cost optimization via digital aided channels, to proactively & reactively ring fence the customer base, to drive customer engagement programs, lead service improvement / development plans, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, to adopt a consultative approach & use analytics as a means to improve customer experience that can support the organization’s vision & objectives

 

Key Result Areas/Accountabilities

 

 Strategic

Implement the service & collections strategy to deliver differentiated services for an identified set of strategic accounts in order to enhance competitive position in the region

Implement a plan to improve customer experience based on feedback based on customer VOC, RNPS, C-SAT scores etc.

Act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.

 

 

 Operational

Customer engagement via digital medium, field interactions, formal service reviews, other engagement programs that cater to the customer’s evolving service needs.

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.

Compliance to standard servicing norms, monitor customer commitments, intervene proactively and act as an escalation point to ensure minimum service level breaches

Revenue enhancement through service led upsell/ cross-sell measures & campaigns

Customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn.

Drive the digital agenda with customers to reduce cost to serve

To ensure that payments receivables are collected for an identified set of accounts within a defined period for an identified bucket thereby increasing incremental revenue from the existing base.

 

Developmental

 

Continuous training & certification on building capabilities, skills, competencies with specific focus on other LoBs (IoT, Cloud, FLX etc)

 

 

Core Competencies, Knowledge, Experience

Good communication skills

Analytical Thinking

Building Team Commitment

Must have technical / professional qualifications

•           Essential :

•           Desired :  1)Powerful influencing & negotiation skills

                                2)Effective communication & relationship management

                                   Skills

                                3)Proven ability to function with in matrix organization

                                4)Strong analytical skills & ability to balance conflicting

                                   Business & customer interests.

                                5) Experience in handling CS in a B2B environment.        

•           work ex:   1)3 to 5+years of experience in face 2 face customer

                                  Management.

                                 2)Ability to manage “C”level engagement

                                 3)Prior experience in B2B or Telecom B2B

 

•           Education:1)University Degree/MBA along with technical

                                  Qualification or equivalent.

                                  2)ITIL certification on foundation