Senior Manager - Sales (India)

About Tata Communications

Tata Communications is at the forefront of revolutionizing connectivity through innovation and intelligence. The company powers the next generation of intelligent communication via Cloud, Mobility, Internet of Things, Collaboration, Security, Media services, and Network services, shaping the future landscape of global communications.

Role Overview

The Senior Manager in Sales will be responsible for enhancing customer success by improving overall customer experience, focusing on securing and growing revenue. This will be achieved through effective contract renewals, minimizing customer churn, and boosting the adoption and utilization of services. The role plays a key part in shaping operational plans in alignment with business strategies, significantly influencing the mid-term outcomes of the business unit.

Key Responsibilities

• Lead the customer contract onboarding process, fostering coordination among Sales, Solutions, Program Management, and principal customer stakeholders.
• Establish and maintain a customer engagement and governance framework collaboratively with clients.
• Promote service usage by monitoring consumption patterns and implementing predictive analytics for capacity planning and trend identification.
• Ensure delivery of customer success metrics agreed upon at onboarding, meeting mutual expectations.
• Formulate and implement action plans based on diverse customer feedback channels, including CSAT, NPS, and other voice of customer methods.
• Develop and execute renewal and retention strategies for assigned accounts, managing the process end-to-end.
• Oversee service credits management, contractual obligations, and resolve disputes efficiently.

Qualifications and Experience

• Possess a Bachelor's degree or equivalent experience; an MBA or equivalent qualification is preferable.
• Have between 7 to 12 years of experience in enterprise sales or service management roles.

Knowledge and Skills

• Demonstrated ability to cultivate strong executive-level relationships with key customer personnel.
• Proficient financial acumen, capable of reviewing Profit and Loss statements, developing business cases, and providing insightful reports.
• Good understanding of contracts, including the ability to interpret terms and conditions.