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Manager-Regional Account Service

Job Req ID:  25612

Mumbai, IN

Function:  VIBS


Regional Service Account Manager





Job Purpose

Ensuring benchmark levels of service across the customer life cycle for enterprise accounts, to proactively & reactively ring fence the customer base, to adopt a consultative approach & use analytics / digital as a means to improve customer experience, to engage with C- level, drive customer engagement programs & deliver on service improvement / development plans to enhance customer satisfaction index across enterprise products

Key Result Areas/Accountabilities

  • Compliance to standard norms, monitor customer commitments across products, intervene proactively and act as an touch point to ensure minimum service level breaches
  • Build a strong feedback mechanism through continuous engagement with stakeholders and accounts – to review account performance,
  • Conduct C-SAT on quality parameters & process
  • Revenue enhancement via customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn. Upsell/ cross-sell to enhance account revenue.
  • Drive automation & digital agenda with customers to reduce cost to serve

Core Competencies, Knowledge, Experience

  • 5+ years of experience in leading a customer service team with exposure to service delivery and assurance.
  • Experience in managing customer facing roles for a reputed organization with a proven track record in meeting service levels and RNPS targets
  • Prior experience in B2B or Telecom B2B

Key Performance Indicators

  • Churn & Revenue Management: Customer retention – Ring fence Sub base & Value churn, Revenue enhancement – Upsell / Cross-sell & Cost optimization – Reduce cost to serve
  • Customer engagement - Field service management, Incident management, Escalation management & Management reporting
  • Drive customer first agenda – RNPS, NPS & CSAT
  • Digital drive and self-service adoption

Must have technical / professional qualifications

  • University Degree in Business preferably with technical qualifications, or equivalent qualification
  • Powerful influencing/ negotiation skills, effective communication & relationship management skills and proven ability to function within a matrix organization
  • Strong analytical skills & ability to balance conflicting business & customer interests.
  • Experience in handling CS in a B2B environment
  • Experience in handling Mobility & IoT Service Support