Customer Success Manager – Regular

Broad Role Description

A goal-oriented CRM is needed for Base management in accordance with the account specific strategy.

In this role, responsibilities will include influencing Retention and working with Centralized CC desk/ Sales/CSG/SA & other internal teams to ensure that the Overall Churn targets are achieved.

Key Role Deliverables

The person will be responsible to create and maintain relationship leading to reduction in Churn and coordinates on Special projects with the Centralized Desk to enhance revenue and customer satisfaction.

• Responsible for Reactive base management
• Revenue Churn and Revenue enhancement from designated set of Logos
• Renew the data circuits upon expiry of term with the help of Centralized desk
• Drive up-selling of products/services along with the Centralized Desk
• Monthly TOP account revenue analysis and suggest Revenue Enhancement opportunities.
• 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)

• A master’s degree in business, marketing, communication, finance, or a related field.
• A minimum of 7 years' experience in Client facing.
• Understanding of wireline telecom solutions and IT/telecom industry
• Experience working in a high-tech environment.
• Excellent organization and communication skills along with time-management skills
• Leadership, problem-solving, and networking skills.
• Good Oral and Written presentation 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.