Assistant Manager - Customer Experience
Hindustan Paper
Work from Office
Full Time
Min. 4 yearsJob Description
Assistant Manager - Customer Experience
About Company
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of CommunicationsJob Description
Job Description�Responsible for executing customer success management strategy (customer retention, churn mitigation and driving adoption and consumption of services) by building and maintaining relationships with customers & handling escalations and special requests of customers related to aspects like performance, quality and improvements with the objective of enhancing customer experience. This is an operational role, responsible for delivering results that have direct impact on the achievement of results within the assigned account and business.
Responsibilities
�Manage the customer life cycle � customer onboarding, engagement and service adoption
�Work with cross functional teams- Professional Services, Product, Operations, Billing, Delivery and other teams to resolve customer business issues & delivery
�Manage the customer success parameters and ensure commitments agreed during the onboarding phase are being realized
�Manage customer feedback and product needs by providing feature requests to internal teams.
�Ensure that all stakeholders are involved in onboarding the customer ,order/contract are done in a timely and accurate manner, thereby ensuring timely and effective activation of services
�Manage customer requests- Moves, Adds, Changes and Deletes
�Review customer risks issues and problems with internal teams and drive timely closure
�Make customer specific service improvement and development plans and monitor implementation across all internal functions
�Track customer SLAs, customer feedback, governance meeting outcomes etc
�Define escalation matrix for the customers and drive customer�s education and adherence on it
Minimum qualification & experience
enterprise sales or service management experience.
Desired Skill sets
�Account management and sales experience
�Demonstrable ability to create and give business & technical presentations and demos.
�Demonstrated experience in gathering and understanding customer business requirements.
Skills
customer success management, customer success, customer experience, customer retention, customer engagement, customer satisfaction, customer onboarding, customer support, sales, enterprise sales, account management, business development, churn mitigation, churn managementJob role
Job requirements
About company
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