Sr Manager - Customer Success Management

Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

Purpose of your Role:

The broad objective of this role is to drive Customer Success through revenue growth, contract renewals, churn mitigation, timely SDWIP closure, Cross-sale/Up-sale and driving adoption and consumption of usage-based services and provide life-cycle support to clients finally resulting into achieving Revenue AOP and NPS Targets.

Grows the revenue from the assigned account/s through:

• Build and execute revenue growth plan in allocated accounts.
• Churn mitigation using cross sell or upsell during renewals maintaining a "farming" mindset to CSM. ("Farming" term is used in the context of performance analysis linked upgradation, cross-sales & up-sales of the contracted services).
• Drive accelerated conversion of Service Delivery funnel into realizable revenue.
• Drive consumption of usage-based services to expand revenue, through effective boarding, adoption, and expansion of services.
• Ensures quality 360-degree life cycle management of the customer account, ensuring meeting / exceeding the NPS threshold for the territory and all other contractual obligations.
• Nurturing and retaining the customer, voice of the customer analysis, reference programs and Service reviews. Develops deep relationships within the customer senior management (C-Level) account across functions create greater value for TCL services thereby enhancing customer lifetime value.

Key Responsibilities:

• CSM is expected to meet Account Contracted Gross Revenue Targets. Contracted Gross Revenue is defined by the following 4 areas.
• Baseline Revenue as FY start.
• SDWIP Acceleration.
• Usage services adoption and growth - revenue target. Managing AOP for Price erosion, terminations, Service credits, aged debt.

Contact / Customer Onboarding

• Own the customer contract/project onboarding process and drive alignment between Sales, Solutions, Program Management, and key customer stakeholders who are responsible for buying, designing, delivering, and consuming TCL services.
• Internal Kick-off call & handover from Sales to Delivery Program Management.
• Agree with the customer on an approach to Time to Value with customer and internal teams.
• Introduce relevant customer stakeholders to Tata Communications People, Processes & tools and make it easier for them to do business with us.
• Define Customer Engagement Model along with the customer (Time based, Value-based, Event-Based).
• SDWIP funnel management to accelerate implementation for faster revenue realization by clearing the internal and external dependencies.
• Govern on-hold decision at entry and reduce cancellations.
• Service Adoption & revenue enhancement.
• Ensuring timely activation and service acceptance.
• Services which are usage based and require end user deployment or migration of traffic such as GSIP are to be monitored and tracked effortlessly to ensure order aspirations are reached.
• For usage-based services like UCAAS, analyze customers’ usage to help identify areas for adoption and enhancement.
• Identify training needs for end users and if identified, orchestrate this with a product or other functions.
• For network services, understand current network usage and establish predictive capacity and trending. Drive adoption on customer self-service portal (Optimus/TCX)

Nurture and Retain

• Monitor performance & customer health signals & proactively mitigate any pain points.
• Ensure availability of services as per contract.
• Develop and execute action plan based on various customer feedback including CSAT, NPS and other ways of capturing Voice of Customer.
• Retain Loyalist, Convert Neutral & Detractors into Loyalist.
• Define and operate Governance Model along with the customer (Time based, Value-based, Event-Based).
• Own and end to end managed customer service life cycle.
• Churn mgmt.: The CSM is required to come up with a clear renewal and retention strategy for the allocated account/s and orchestrate the execution of the strategy leveraging the larger TCL set of stakeholders across functions. The objective is to proactively retain the customer and ensure churn mitigation through a combination of minimal erosion and service and consumption expansion. Some opportunities may be handed to Account Mgmt. teams to close depending on qualifications. (e.g. technology migration laden renewals or those that involve public sector / government tendering / RFPs).
• Continuous service improvement planning.
• Own and provide in-life contract life cycle management to the account. Contract management in terms of deployment obligations, Terms and conditions, service level agreements, penalties.

Moves, Adds, Changes and Deletes (MACD)

• Own end-to-end MACD responsibility, including providing repricing, quotations, documentation and closure formalities. Post MACD order closure hand over to the respective teams for regular execution of the MACD orders.

Expand

• Work together with sales to create a near- and long-term account success plan (ADP)
• Traffic expansion for subscription services and consumption expansion for usage-based services. Help uncover new opportunities for the sales team and pass on those opportunities to them.

Role Development

• Ensure Individual remains certified and trained with our Growth Services
• Position himself/herself as the knowledge partner to the customer in the context of the customer environment

Required Qualification and Experience:

• Relevant Technical/Business Studies Degree or MBA with 10 - 15 years of experience in customer facing role.
• Customer Experience should be relationship based either through Account Mgmt. or Service Customer Success Mgmt. profile. Should have carried targets in some form in previous role/s.
• Base Salary Range: €66,400 - €87,316. The salary may be adjusted within this range based on the candidate's qualifications, experience, and the specific needs of the position.

Other Compensation: The position is eligible to participate in a sales-based incentive program