Customer Specialist – Converged Comm at Tata Teleservices

Navi Mumbai, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

19 Jul, 26

Salary

0.0

Posted On

20 Apr, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Revenue preservation, Revenue augmentation, Customer success management, Upselling, Cross-selling, Account management, Strategic thinking, Problem solving, Negotiation, Customer engagement, B2B telecom, Cloud products, Leadership, Churn reduction, Stakeholder management

Industry

Telecommunications

Description

Key Relationships/Key Customer External: Call Centers, OEM, Partners Internal : HQ Customer Success Team, Regional Customer Success Team, Product, PSS, Sol Arch, NOC/SOC, SD, Finance Span of control: Geographic : Region No. of reports (direct & indirect)- if any : Yes - Multiple Why position exists? Customer Success Manager is a Revenue Preservation and Revenue Augmentation Specialist who (a) Owns the complete Revenue preservation Agenda within existing customer accounts and (b) identifies and executes opportunities for Upselling, Upgrade and Cross-selling (alongwith Sales, PSS, Sol Arch or individually) and contributes to regions revenue growth Job Responsibilities Manage; Support and Drive Regional Customer Success team for high touch logos Identify revenue preservation and opportunities within existing customers. Ensure all customer issue identification and resolution proactively and reactively; CSAT; Develop and implement upsell/ upgrade/cross-sell strategies along with Sales/PSS/ Sol Arch. Collaborate with product, sales, and customer success teams for growth plans. Conduct account deep dives to identify gaps and solutions to improve churn and revenue growth Key Result Areas Churn reduction for the agigned set of logos. Increase in upsell/upgrade/renewals/cross-sell revenue and Lead Generation Growth in product penetration per customer. Revenue Growth for assigned portfolio Necessary Preferred Skills/ Capabilities and competencies Strong commercial mindset with consultative approach. Deep understanding of Customer Success Agenda around Revenue Preservation and Revenue Augmentation. Negotiation & customer engagement expertise Qualification MCA, MBA/ B Tech or Equivalent, Requisite Certifications in domain of IaaS and Security. Overall Work Experience 12 Year+ relevant expertise Age (Optional) Essential Requirement Must be very good with understanding customer requirements; managing large teams, resolving customer pain points, drive both revenue augmentation and revenue preservation. Strong understanding of B2B telecom and/or cloud products. Comfortable with engaging with varied Stakeholders. Superstar at Learning. Comfortable in stress full situation who can drive multiple agendas. Behavioural Attributes Strong Leadership, Strategic Thinking, Problem Solving Skills with focus on driving customer satisfaction Prefered Industry IT, ITES, Hi Tech, Telecom Transforming Businesses through Digitalization Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the country’s leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS offers the largest portfolio of ICT services for businesses in India. With an unwavering focus on customer-centricity and innovation, TTBS continues to garner recognition from customers and peers alike. Our People Shape Our Journey Ahead We are India’s leading enabler of digital connectivity and technology solutions for businesses - a feat possible only because we are fueled by the dedication and passion of our people. We welcome the finest talent and believe in nurturing and mentoring them to rise into leadership roles, while standing tall on our ethics and values.

Responsibilities

The Customer Success Manager is responsible for revenue preservation and augmentation within existing accounts by identifying upsell, upgrade, and cross-sell opportunities. They manage the regional customer success team to ensure proactive issue resolution, high customer satisfaction, and growth in product penetration.