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Role
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Regional Account Service Manager
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Function / Department
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Enterprise
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Job Purpose
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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.
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Key Result Areas/Accountabilities
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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.
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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.
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Core Competencies, Knowledge, Experience
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- 5+ years of experience in face to face customer management
- Ability to manage “C” level engagement
- Prior experience in B2B
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Must have technical / professional qualifications
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- Effective communication & relationship management skills
- Powerful influencing & negotiation skills.
- Strong analytical skills & ability to balance conflicting business & customer interests.
- Experience in handling CS in a B2B environment
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