Job Description

Walk-in timings - 10 AM to 1 PM VENUE: ITPL SEZ, Aviator Building, 5th Floor Unit-B, Whitefield Main Rd, Bengaluru, Karnataka 560066, India Contact HR - Harini M - [HIDDEN TEXT] Experience: 5 to 10 years Work Timings: US shifts Work Location: HCL sez, ITPL Aviator building, Bengaluru. Perks and benefits: Cab provided both sides. : The GST Customer Success Manager (CSM) is responsible for management of a number of aligned Customers in the Standard Service Model category. Responsibilities include: Growth Management Provide Customer Reference Guide for service information, tool training and Verizon engagement info Enable Customer on VEC, review and reinforce as needed to maximize self-service utilization Engage early, reviewing contracts and amendments to oversee contractual obligations (Stage 4/5 involvement launching with custom) Provide ongoing Contractual Oversight for service impacts as changes occur Provide standard contractual reporting for spend, commitment and other contractual components Serve as a Customer Advocate and key interface within the Verizon Global Service Organization. Prepare and deliver a Service Review (or Digital Service Review) covering service and contractual performance Establish regular periodic Check-In meetings with the key customer contact(s) Conduct regular pro-active Campaigns to improve Customer experience Provide Good-Will Outreach event-based engagement with Customers to offer special assistance Increase sales opportunities through the creation of Rev-Up Lead Generation for Customers Performance Management Actively provide Overall Client Health Monitoring taking prescriptive measures to improve experience Manage daily Actionable Alerts in VE-CRM Monitor Delivery Health for failed activations and past due orders (No GSM action unless delivery is not resolving issues) Upon Customer request, serve as a liaison, assisting with directing Customer to accountable team ensuring closure Inform Customer they can review SLAs via VEC* Show Service Level Availability trends in scheduled Service Review Maintain awareness of Priority 1 tickets - (No GSM action unless warranted escalation occurs) Offer a point of escalation if resolution not achieved through standard channels, assist with directing to accountable team Deliver Root Cause Analysis readouts prepared by Assurance Provide standard change visibility and reporting through VEC online portal Provide financial and accounts receivable oversight via Client Health Financial score review Maintain awareness of disconnects, suspensions, and aged balances Provide inquiry and credit oversight via inquiry alert monitoring and escalation assistance Review and disposition zero usage and churn alerts Skills and Qualifications Preferred ITIL v4 Foundation certification with ability to apply process knowledge Strong complex-problem solving skills Ability to interface with and influence cross functional stakeholders Analytical mindset with deductive reasoning and tolerance to ambiguity Identify risk areas, and areas where process improvements are required Demonstrated computer skills with ability to effectively use both Microsoft and Google suites of products. HCL Tech We are HCL Tech, one of the fastest-growing large tech companies in the world and home to 222,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If this sounds like an environment you\'ll thrive in, then you\'re in the right place. Join our summer internship program; connect and learn from colleagues across the world while gaining impressive experience and knowledge in the tech industry. How You\'ll Grow At HCL Tech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best. Why Us HCL DPO We are one of the fastest-growing large tech companies in the world, with offices in 60+ countries across the globe and 222,000 employees. Our company is extremely diverse with 165 nationalities represented. We offer the opportunity to work with colleagues across the globe. We offer a virtual-first work environment, promoting a good work-life integration and real flexibility. We are invested in your growth, offering learning and career development opportunities at every level to help you find your own unique spark. We offer comprehensive benefits for all employees. We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect. Equality & Opportunity for All Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.

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