Customer Success Manager – Platinum

Broad Role Description

A goal-oriented CSM is required for Base management in accordance with the account specific strategy. In this role, responsibilities will include influencing Retention and Revenue growth and working with Sales/CSG/SA & other internal teams to ensure that the Overall Revenue targets are achieved.

To be successful as a CSM, one should network with internal teams to streamline processes, retain high value customers, and contribute to Overall Revenue growth & minimizing Base churn.

Key Role Deliverables

The person will be responsible to create and maintain relationship leading to reduction in Churn and executes Special projects that enhance revenue and customer satisfaction.

• Responsible for active base management
• Revenue Churn and Revenue enhancement from designated set of Logos
• As per the designated frequency in person visit to the customers
• Renew the data circuits upon expiry of term.
• Drive up-selling of products/services.
• Monthly account revenue analysis and suggest Revenue Enhancement opportunities.
• Identification of non-usage rentals and suggest actions to reduce revenue loss.
• Plan for reduction of churn, analysis of revenues across all products and solutions.
• Co-ordination with sales, IT, Products and CC on retention issues & CSO teams
• Analyzing Customer complaints, repeat complaints and plugging the process between Complaints and Retention

Right Person (Qualification & Experience)

• Master’s degree in any discipline from a recognized university. Preferred educational background: B.Tech, Engineering, Management, Business Administration, or a related field.
• A minimum of 7 years' experience in Client facing roles.
• Understanding of Telecom solutions and IT/telecom industry
• Experience working in a high-tech environment.
• Leadership, problem-solving, and networking skills.
• Strong cross functional skills to collaborate with commercial, service assurance, collections, and technology.
• Strong negotiation & execution abilities
• Innovative approach to problem solving and finding solutions.
• Flexible and pro-active/self-motivated working style with strong personal ownership.
• Knowledge/Ability to learn of key business processes and tools CRM, SFDC, Empower, etc.

Personal Attributes

• Excellent communication skills
• Time Management
• Good Oral and Written presentation skills.