Manager-Service

Role

Regional Account Service Manager

Job Level/ Designation

M1

Function / Department

VIBS

Location

Chennai

Job Purpose

Account Service Manager is expected to manage the relationship of Large & Key  enterprise customers allocated to him/her, anticipate customers’ needs proactively and interact with various cross-functional teams to provide them with exemplary service experience.

Responsible for ensuring longevity of relationship with the customer (increase Age on Network and reduce Churn), timely resolution to customers issues and escalations and ensuring permanent fix and proactive churn tracking and retention.

The service manager is to also work towards getting the wallet share of customers’ IT and Telecom spend through Upgrades, upselling Enterprise Solution Products, Managed Services, etc.

Key Result Areas/Accountabilities

1. Hand Holding of accounts from sales
2. Relationship Building and Account servicing
3. Visit to corporate accounts as per PJP
4. End-to-End Handling of service requests from enterprise clients for company paid connections
5. Improve customer experience and deliver on RNPS performance
6. Customer Retention & Churn control
7. Penetrate digitalization in customer interactions
8. Revenue generation through Upselling and cross selling of VIBS products
9. Conduct Service improvement activites on field to engage customers
10. Engagement activities
11. Base and Revenue management
12. New initiatives for generating additional business and improving KPIs
13. Exploring & Promoting Enterprise Business Solution (Corporate Business Solutions) at accounts

Core Competencies, Knowledge, Experience

Experience:

Should have at least 1-2 years of Relationship experience in Telecom/ISP/Banking sector with Corporate/Enterprise Segment customers and good understanding of Telecom technologies.

Desired Behaviours & Alignment:

• Good Communication Skills
• Good Business writing skills
• Good Relationship skills for managing customer experience
• Committed to on time response and resolution
• Ability to identify service satisfaction & revenue enhancement opportunities
• Strong Data analytic insights - expected to work with numbers and data to monitor churn metrics, campaign effectiveness and value return metrics
• Strong leadership and change management skills
• Strong understanding of the latest technologies in customer experience
• Strong people skills - ability to build and maintain effective working relationships with team members /peers/seniors along with willingness to set and maintain high standards of performance
• Proficiency in MS Office Tools - MS Excel (preferable)
• Knowledgeable about industry trends and benchmarks

Must have technical / professional qualifications

Graduate with excellent communication skills. Experience in CS processes and CRM tools will be an added advantage