Job Description

Purpose of your Role

The broad objective of this role is to drive Customer Success through enhanced Customer Experience resulting in protection and enhancing revenue for Tata Communications through effective renewals, churn mitigation, timely and effective SDWIP conversion and driving adoption and consumption of usage-based services. This involves enhancing the value customers derive from TCL product services while ensuring the fulfilment of TCL service obligations, delivering on TCL contracted revenue expectations. And delivering to customer Time to Value.

There are 4 key pivots to the role in managing the customer life cycle requirements:

• Ensuring that the customer business parameters linked to TCL services are met/exceeded.

• Owns the protection and growing the revenue from the assigned account/s through:

-- Churn mitigation using cross-sell or upsell during renewals maintaining a "farming" mindset to CSM. ("Farming" term is

used in the context of driving adoption and consumption of contracted usage services and traffic and performance

analysis linked upgradation / migration of contracted services).

-- Drive accelerated conversion of Service Delivery funnel into realizable revenue.

-- Drive consumption of usage-based services to expand revenue, through effective boarding, adoption, and expansion of

services.

-- Ensures quality 360-degree life cycle management of the customer account, ensuring meeting / exceeding the NPS

threshold for the territory and all other contractual obligations.

• Nurturing and retaining the customer, VoC analysis, reference programs, and Service reviews.

• Develops deep relationships within the customer account across functions as well as has an in-depth understanding of the customer\'s business, strategy and focus to create greater value for TCL services thereby enhancing customer life time value.

Purpose - Broad objective of the role

CSM is expected to meet Account Contracted Gross Revenue Targets. Contracted Gross Revenue is defined by the following 3 areas.

Baseline Revenue as FY start

Additional Forecasted SDWIP through the FY (includes ensuring
5% of OB is in on hold status)

Achieving or exceeding the usage-based revenue budgeted for the account

Managing Price erosion, terminations, Service credits, aged debt reporting

Also owns the NPS target for the set of accounts assigned.

You will be accountable for (Key Responsibilities)

Customer / Contract Onboarding. (Orchestrates that all stakeholders are involved in boarding the customer in terms of the order/contract are done in a timely and accurate manner, thereby ensuring timely and effective activation of services.)

Nurture and retain-Proactively nurture the customer and ensure we are delivering lifetime value as agreed during onboarding phase. Ensure the customer success parameters and matrix as agreed during the boarding phase are being realized as per mutual agreement and expectation

Moves, Adds, Changes and Deletes (MACD)-Take on the MACD responsibility as currently being managed by the Sales team to free up their time for closing of MACD requests, including providing repricing, quotations, and closure formalities. Post MACD order closure hand over to the respective teams for regular execution of the MACD orders. MACD Orders that relate to existing live services which require amendments or expansion of Tata services that exist within the customers production environment today

Expand-Work together with sales to create a near- and long-term account success plan.

Role Development-Drive Digital Strategy to customer

You Are (Behaviours to display aligned to DRIVE)

• Keen understanding of the TCL value proposition, services portfolio, customer orientation and knowledge of the customer\'s industry dynamics and the impact of digital transformation framework on the customer\'s industry to drive deeper adoption and expansion of the TCL services.
• Farming skills, Great communication and networking skills. Deep Orchestration and problem-solving skills to ensure customer success and effective addressing of barriers to customer success. Deep level of customer centricity, empathy, and customer handling skills.
• Result orientation, high energy individual with ability to sustaining pressure. Analytical and process orientation.
• ITIL certification (must), communication skills, influencing skills, interpersonal skills, thought leadership in providing digital telecom services, experience with new and emerging technologies such as machine learning and effective analytics.
• Finance understanding, ability to review P&L, construct, and report against business cases
• Contracting knowledge, ability to read and understand terms and conditions

Collaboration, cannot be a Silo thinker.

You have (Qualification and exp)

• Relevant technical/Business Studies Degree or MBA with 6 - 8 years of experience in customer facing role
• Customer Experience should be relationship based either through Account Mgmt. or Service Mgmt. profile. Should have carried $$ targets in some form in previous role/s.

Individual Contributor

Tata Communications