Manager Customer Success Management (customer Success Management) B3201 2

Year    Mumbai, Maharashtra, India

Job Description




Purpose - Broad objective of the role

Ensuring cases attempted within TAT and retained.

Comprehensive & correct closure of SR\'s tagged from both Inbound & Outbound on churn.

Complaints Escalations Audit Reports to be contained and continuously improver

Increase in C-SAT of SR\'s closed.

To Monitor churn across all channels and meeting targets of Retention for both Post-paid & Prepaid (P&G Segment).

Conducting outdoor activities for customer engagement programmes like Let\'s Meet, Service Camp &FGD.

To Map Productivity and Team efficiency across all retention processes.

Vendor Management & Adherence to SLA.

To Rollout and maintenance of New Processes.

To initiate to improve processes.

Cross functional co-ordination for retention tools.

Key Responsibilities

  • PO governance
  • MACD updates
  • SDWIP tracker & follow-up to ensure better revenue realisation & forecasting SD on hold to WIP conversion thus ensure quicker deliver & faster revenue realisation
  • Numbers reporting & forecasting & publishing dashboard on performance
  • Track on SFDC hygiene & reporting back to CSM team
  • Account related information and managing the repository, data reporting with different cuts for management
  • IRT track for better resolution to recover faster money from the customer
  • All new initiatives that various functions want from CSM or sales - the role would be one point of contact checking the relevance & necessity
  • There are various tracks from Marketing, Assurance, and SOC & NOC teams which come in ad-hoc. This role will be screening it, and if necessary executing it as well
  • Creating a KPI dashboard with performance update on all KPI

Job Segment: Marketing Manager, Manager, Marketing, Customer Service, Management

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Job Detail

  • Job Id
    JD3176611
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Mumbai, Maharashtra, India
  • Education
    Not mentioned
  • Experience
    Year