Assistant Manager - India Prime

About Tata Communications

Tata Communications is at the forefront of revolutionizing connectivity through innovation and intelligence. The company leverages cutting-edge technologies like Cloud, Mobility, Internet of Things, Collaboration, Security, Media Services, and Network Services to create a transformative communication landscape.

Role Overview

The Assistant Manager will be responsible for implementing customer success management strategies encompassing customer retention, churn reduction, and boosting service adoption and usage. This role involves cultivating and maintaining strong customer relationships while managing escalations and special requests related to service performance, quality, and enhancements to ensure an exceptional customer experience. It is an operational role demanding delivery of impactful results within the assigned accounts and business units.

Key Responsibilities

• Oversee the entire customer lifecycle including onboarding, engagement, and service adoption.
• Collaborate with cross-functional teams such as Professional Services, Product, Operations, Billing, and Delivery to address and resolve customer business concerns and delivery issues.
• Monitor customer success metrics to verify commitments made during onboarding are fulfilled.
• Gather and relay customer feedback and product enhancement requests to internal teams.
• Coordinate timely and accurate ordering and contract processing to ensure prompt service activation.
• Manage customer requests related to Moves, Adds, Changes, and Deletes.
• Assess and address customer risks, issues, and problems with internal teams ensuring prompt resolution.
• Develop and track service improvement and development plans specific to customers across all relevant departments.
• Monitor service level agreements (SLAs), feedback, and governance meeting results.
• Establish and enforce a customer-specific escalation matrix, educating customers on the escalation process and ensuring compliance.

Required Qualifications and Experience

• Bachelor's degree or equivalent experience, with MBA or equivalent preferred.
• 7 to 12 years of experience in enterprise sales or service management.

Essential Skills and Knowledge

• Proven account management and sales expertise.
• Ability to prepare and deliver effective business and technical presentations and demonstrations.
• Experience in collecting and comprehending customer business requirements.