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