Sr| Customer Service Executive | Customer Success Management |Customer|

Job Family Descriptor

Act as Customer voice in the organization and viceversa and be the customer champion for all service expectations and contractual obligations by orchestrating Tata Communication teams to exceed customers expectations throughout the customer lifecycle
Increase in wallet share of customer in terms of YoY Gross Revenue Growth
Increasing NPS in the respective accounts
Adoption usage of TCL services Renewals and Churn Management
Own the overall Operational and Delivery relationship with the Customer and contribute to the Service life cycle of the contract managing stakeholders expectations
Collaborate with the contract manager where one is present and contribute to profitability agenda and ensuring that contractual commitments are met
Become a Trusted Advisor to the customer
Provide technical support to customers or training on products to help customers plan and understand best ways to utilize companys products basis needs and business plans
Ensure successful transition of the engagement team to the delivery team with the overall objective to make TCL a preferred partner for customer
Influence TCL retention with customer to increase revenue opportunities

Broad outline of the Role

Has enough knowledge within Customer Success Management to allow them to apply their knowledge efficiently and work productively with broad instruction Regularly participates in important projects or activities as a full contributing team member is able to proactively identify important issues or risks seeks the appropriate level of guidance and advice to ensure delivery of quality outcomes Operational role which is responsible for delivering results that have direct impact on the achievement of results within Customer Success Management Works under direct supervision Able to identify problems and improve change or adapt existing methods and techniques drawing from personal experiences and feedback Actively acquires more complex skills techniques operating practices knowledge of abstract concepts in order to progress toward full proficiency in the field of specialisation Has skills and knowledge that will allow them to adapt to effectively deal with unfamiliar issues challenges problems within their field of specialisation Education Graduate Experience 0 4 years

Purpose - Broad objective of the role

Operating Network - Key External

Operating Network - Key Internal

Size and Scope of Role - Financial

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Size and Scope of Role - Other size parameters

Minimum qualification & experience

Other knowledge/skills

Key Responsibilities

Technical Competencies

Knowledge / Skills

India
West Bengal
Kolkata Show on map Get directions