PURPOSE:
Broad objective of the 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 fulfiment 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 crossell 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 also 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 indepth understanding of the customer’s business, strategy and focus to create greater value for TCL services thereby enhancing customer life time value. 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
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. OPERATING NETWORK Key External Key customer functional contacts, leading upto function heads and other stakeholder functions and users. Key customer functions include IT engineering , operations & procurment. Key Internal Sales SVP/VP leadership, RTM Head, Regional Head, Commercial Teams, SE’s, Product teams, Sales Support, SD, SA ,Billing and Collections SIZE AND SCOPE OF ROLE Financial Varies by account segment but will range from $3-$10 M annual Revenue targets for the aggregate accounts assigned. No. of direct reports Individual Contributor. Total team size NA Other size parameters High levels of experience and confidence to represent TCL with Top 500 Enterprise customers.
Ability to manage relationship in large and complex accounts with a farmer orientation. (Term context clarified above)
Global teamining, ability to work effectively in a multi-culture team across all timezones.
ROLE HOLDER REQUIREMENTS:
Minimum qualification & experience Relevant technical/Business Studies Degree or MBA with 6 – 12 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. Knwoledge of Networking , Security services and Hosting will be additional advantage. Other knowledge/skills 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 so as 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 digitial telecom services, experience with new and ermerging technologies such as machine learning and effective analytics.
Finance understaning, 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.
AREAS OF RESPONSIBILITY:
1 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. Account Gross Revenue
SD-WIP to revenue conversion
For specific contract signed, this also includes aligning with customer procurement, delivery and user community.
Own the customer contract/project onboarding process and drive alignment between Sales, Solutions, Program Management and key customer stakeholders who are responsible for buying, designing, delivering and consuming TCL services
The CSM is accountable and empowered to drive Sales, Solutions, Delivery and other stakeholders in Tata Communications to ensure key process happen such as:
* Internal Kick-off call & handover from Sales to Delivery Program Management
* Contract On-boarding with internal and customers stakeholders responsible for project delivery (Responsibility remains with Program Manager).
* Agree with the customer on an approach to Time to Value with customer and align the customer Procurement, Delivery and User community #
* Introduce relevant customer stakeholders to Tata Communications People, Processes & tools and make it easier for them to do business with us.
* Define Customer Engagement Model along with the customer (Time based, Value-based, Event-Based): Time based (Monthly, Quarterly), Event-based (Customer achieves a predetermined milestone), value-based (Adoption roadmap)
* SDWIP funnel management to accelerate implementation for faster revenue realisation by clearing the internal and external dependencies working with customers/SD/sales/sales support.
* Govern on-hold decision at entry, effective management of orders put on-hold to salvage maximum back to WIP and take cancellation decision on inevitable cases after all salvage attempts are in vain.
2- Service Adoption & revenue enhancement:
Drive Gross Revenue from usage based services
Portal Adoption Ensuring Fixed MRC services are activated on time and accepted by customers
Services which are usage based and require end user deployment or migration of traffic such as GSIP are to be monitored and tracked effortlessly to ensure order aspirations are reached, such as;
• For usage-based services like UCAAS, analyse customers’ usage to help identify areas for optimization and improvement.
• Work with customer to drive adoption that in turn drives time to value for the customer.
* Develop a clear line of sight of how the projected revenue from the usage service is to be attained in terms of
application, users, locations, pivots of success,(& risks) milestones and timelines to attain the projected usage traffic.
• Identify training needs for end users and if identified, orchestrate this with a product or other functions.
• For network services, understand current network usage and establish predictive capacity and trending.
* For Cloud and security services ensure adequate ramp / transition as well as effectiveness.
• Drive adoption on customer self-service portal (Optimus)
*
3 Nurture and Retain
• Churn target for account mitigated with extended or replaced revenue
• Contractual SLA performance as defined per account and services being supported, such as;
– Service KPI’s
– Availability/CRFS…
– Aged Debt
– Service credits
• Governance adherence
• NPS
6-Role Development:
• Training Days and Certfication levels
* Knowledge partner to customer as reflected in customer surveys, Moments of Truths highlighting positive or negative indicators in this regard with the account/s covered. • Drive Digital Strategy to customer
• Ensure Individual remains certfied and trained with our Growth Services
* Position himself/herself as the knowledge partner to the customer in the context of the customer environment and the application of the TCL services in that environment and use case.
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