Customer Success Manager- Fixed Term Contract (1 year)

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

This role is for a Fixed Term contract for 1 year

Broad outline of the Role

Drive Customer Success through enhanced customer experience with the objective of protecting and enhancing revenue through effective renewals, churn mitigation and driving adoption and consumption of services. This is a tactical role which contributes in defining the direction of the operating plans based on the business strategy, with a significant mid-term impact on business unit’s overall results.

Minimum Qualifications & Experience

Bachelor’s and/or equivalent experience. MBA or equivalent preferred

7-20 years of enterprise sales or service management experience.

Other Knowledge & Skills

Extensive experience in building executive relationships with key customer stakeholders.

Finance understanding, ability to review PandL, construct and report against business cases

Contracting knowledge, ability to read and understand terms and conditions

Key Responsibilities

Own the customer contract onboarding process and drive alignment between Sales, Solutions, Program Management and key customer stakeholders

Define Customer Engagement and governance model along with the customer

Drive service adoption by understanding usage and establishing predictive capacity and trending.

Ensure the customer success parameters and matrix as agreed during the onboarding phase are being realized as per mutual agreement and expectation.

Develop and execute action plan based on various customer feedback including CSAT, NPS and other ways of capturing Voice of Customer

Define a clear renewal and retention strategy for the allocated accounts and orchestrate the execution of the strategy

Manage service Credits, handle contractual obligations, dispute resolution.

Base Salary Range: €69,130 - €90,907. 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 for an Annual bonus Plan.