Customer Success Manager – Regular

Broad Role Description A goal-oriented CRM is needed for Base management in accordance with the account specific strategy. In this role, responsibilities will include influencing Retention and working with Centralized CC desk/ Sales/CSG/SA & other internal teams to ensure that the Overall Churn targets are achieved. Key Role Deliverables The person will be responsible to create and maintain relationship leading to reduction in Churn and coordinates on Special projects with the Centralized Desk to enhance revenue and customer satisfaction. Responsible for Reactive base management Revenue Churn and Revenue enhancement from designated set of Logos Renew the data circuits upon expiry of term with the help of Centralized desk Drive up-selling of products/services along with the Centralized Desk Monthly TOP account revenue analysis and suggest Revenue Enhancement opportunities. Co-ordination with sales, IT, Products and CC on retention issues & CSO teams Analyzing Customer complaints, repeat complaints and plugging the process between Complaints and Retention Right Person (Qualification & Experience) A master’s degree in business, marketing, communication, finance, or a related field. A minimum of 7 years' experience in Client facing. Understanding of wireline telecom solutions and IT/telecom industry Experience working in a high-tech environment. Excellent organization and communication skills along with time-management skills Leadership, problem-solving, and networking skills. Good Oral and Written presentation skills. Strong cross functional skills to collaborate with commercial, service assurance, collections, and technology. Strong negotiation & execution abilities Innovative approach to problem solving and finding solutions. Flexible and pro-active/self-motivated working style with strong personal ownership. Knowledge/Ability to learn of key business processes and tools CRM, SFDC, Empower, etc. Personal Attributes Excellent communication skills Time Management Good Oral and Written presentation skills. Transforming Businesses through Digitalization Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the country’s leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS offers the largest portfolio of ICT services for businesses in India. With an unwavering focus on customer-centricity and innovation, TTBS continues to garner recognition from customers and peers alike. Our People Shape Our Journey Ahead We are India’s leading enabler of digital connectivity and technology solutions for businesses - a feat possible only because we are fueled by the dedication and passion of our people. We welcome the finest talent and believe in nurturing and mentoring them to rise into leadership roles, while standing tall on our ethics and values.