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About the Company
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
Job Information
Position Overview - Customer Success Manager (CSM)
Tata Communications Customer Success Management function is tasked to drive Customer Success through enhanced Customer Experience resulting in protection and enhancing revenue for Tata Communications through effective renewals, churn mitigation, timely and effective Service Delivery funnel conversion to billable revenue and driving adoption and consumption of usage-based services. This position is a highly strategic role that is responsible for driving adoption of Tata Communications solutions and identifying growth opportunities to expand the company s footprint, while demonstrating the value and benefits to our customers. It requires the CSM to work with geographically dispersed customer teams, collaborating with the wider Global team, as well as, working with Tata Communications sales team and support resources.
Essential Duties, Tasks, and Responsibilities
CSM will have a material impact on how our customers value their investment with Tata Communications by leveraging their investment to achieve their business outcomes. CSM will be responsible for continuous improvement of processes, while identifying key adoption triggers and call to actions or plays. CSM is expected to build cross functional relationships within Tata Communications to more effectively support the customer and effectively communicate with customer business contacts within their assigned accounts.
Own the complete customer lifecycle. Act as the central point of contact throughout the Customer s lifecycle of onboarding, adoption, expansion and retention. Define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer stakeholders at all levels.
Strive to continually drive faster time to value and improve overall experience for our customers.
Laser focus on reducing churn and protecting existing revenue, increased product/services usage & adoption
Ensure seamless delivery, onboarding and adoption of products and services, conduct ongoing compliance & health checks.
Proactively and consistently engage customers to understand the changing business needs to identify upselling/cross selling and incremental revenue growth opportunities
Engage with customer stakeholders to understand their unique needs and challenges; design and plan tailored workshops and enablement programs to create greater value for Tata Communications services thereby enhancing customer lifetime value.
Maintain a detailed understanding of internal tools, systems and processes
Collaborate internally with Sales, Solutions, Service Delivery & other broader cross functional groups to drive continuous improvement & provide superior customer experience.
Frequent customer visits to strengthen relationships, conduct gap analysis & monthly and quarterly business/service reviews, report on usage & lead value realization discussions
Participate in projects and initiatives to ensure successful implementation in an accelerated manner and drive realizable revenue
Meet pre-defined metrics around revenue growth through upsell/cross sell & deep services adoption.
Quality 360-degree life cycle management of the customer account, ensuring meeting / exceeding the NPS
Develop deep relationships within the customer account across functions as well as has an in depth understanding of the customer's business, strategy and focus to create greater value for Tata Communications services thereby enhancing customer lifetime value.
Stay abreast of technical nuisances, options and advancements within the telecom industry relevant to the Tata Communications portfolio of services
Qualifications
Bachelor s degree in business, technical or marketing
At least 10 years experience in the technology industry in a customer-facing role, should have carried quota in previous roles
Significant experience in driving churn reduction programs and revenue retention initiatives
Experience positioning & handling network services - Private Lines, Ethernet, IP, MPLS and SDWAN
Experience with collaborations solutions - UCAAS, CCAAS & SIP
Ability to position & articulate technical solutions to end customers
Understanding of financial principles, ability to review P&L and business cases
Contracting knowledge, ability to understand terms and conditions of contractual documents such as MSA, Service Agreements, Licensing Agreements etc to include negotiating with customers' procurement, legal and business teams
Previous Customer Success (or strategic customer service, customer facing role) experience
Strategic thinker, forward-looking approach with strong commitment to customer success
Strong communication, consultation and presentation skills
Focused attention to detail allowing for delivery of high-quality end user experiences.
Proven team player and ability to orchestrate value in coordination with multiple stakeholders
Willingness to learn, adapt and lead change
Ability to articulate value messaging and influence adoption
The successful candidate will be an exceptional relationship builder.
International Experience is a plus
Excellent written, verbal, and presentation skills. Proficient in Excel and PPT.
Willingness to travel
Problem solving ability; Can do attitude; understanding of entrepreneurial organizations; ability to manage multiple priorities.
Individual Contributor Role
Base Salary Range: $96,000 - $126,239. The salary may be adjusted within this range based on the candidate's qualifications, experience, and the specific needs of the position.
Benefits Summary: We offer Medical, Dental and Vision Coverage, as well as a 401k plan, and paid leave under our policies.
Other Compensation: The position is eligible to participate in a sales-based incentive program.