Vodafone Idea – Regional Service Account Manager (5-10 yrs)

Job Purpose :

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

Key Result Areas/Accountabilities :

– 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

Core Competencies, Knowledge, Experience :

– 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

Key Performance Indicators :

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

Must have technical / professional qualifications :

– 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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