AGM - Technical Service

Vodafone Idea Limited; Mumbai; On-site; INR 1,500,000 - 2,600,000; Full time

Job summary

Vodafone Idea Limited, based in Mumbai, seeks an experienced M2 Customer Service professional to manage Fixed Line enterprise accounts and revenue churn. The role emphasizes delivering superior service experience, driving NPS, and coordinating with contracts, bids, and cross-functional teams to meet customer requirements.

The position requires 8+ years in enterprise B2B management, strong C-level interaction skills, and a proven ability to upsell within a matrix organization.

Qualifications

• 8+ years of experience in handling Fixed Line - Enterprise Customer for B2B segment.
• Experience in national accounts enterprise service management & C Level interaction
• Experience in complex Design and Solution change management and operating in a matrix, fast moving and technical environment.
• Team player, strong influence and relationship management skills, customer centric.
• Strong communication and conflict management skills
• Ability to multitask

Responsibilities

• To manage Fixed Line base and revenue Churn target for the list of allocated accounts
• To support on contracts and Bids and align Service organization with customer requirements
• To drive NPS and Customer SAT as per defined goals of the organization
• Ability to drive Quarterly Business meetings and service reviews with customers
• Liaise with cross functional Teams for better synergy and meeting customer expectations
• Revenue management: upsell and revenue growth opportunities

Skills

Enterprise customer mgmt

C-level engagement

Stakeholder management

Customer experience focus

Communication skills

Education

Bachelor in Engineering

ITIL Certification

Job description

Location

Mumbai

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

VIL is an equal opportunity employer committed to diversifying its workforce.

Role

M2 Customer Service

Job Level/ Designation

Technical Service Manager

Function / Department

Enterprise

Location

Mumbai

Job Purpose

To manage Fixed line base and revenue Churn target for the list of allocated accounts

To support on contracts and Bids and align Service organization with customer requirements

Managing customer service experience throughout customer lifecycle resulting in superior NPS scores.

“Service experience” to be a key differential factor in the current market scenario,

To drive Customer SAT as per defined goals of the organization.

To interlock with cross functional teams for better synergy & meeting customer expectations

Ability to drive Quarterly Business reviews and service reviews with customers.

Internal stake holder’s management for better collaboration and winning in market place. Generating up-sale and cross sales leads with Enterprise customers.

Key Result Areas/Accountabilities

• To manage FL Sub and Revenue Churn target for the list of allocated accounts


• To support on contracts and Bids and align Service organization with customer requirements


• To drive NPS and Customer SAT as per defined goals of the organization.


• Ability to drive Quarterly Business meetings and service reviews with customers


• Manage Service Management portfolio:




• Proactively Monitor Account Service Health


• Upsell Additional Bandwidth on utilized links


• Realize and Create new opportunities of Revenue from Competition


• Liaise with NOC and Backend support for issue resolution


• Global Liaising for offshore link support.


• Interlocks with cross functional Teams


• Ensure we meet all SLA parameters committed to Customer


• Revenue Management: Controlling Churn & enhance revenue through upsell and upgrade opportunities.


• Drive digital journey and increase adoptability to improve experience and avoid cost.

Core Competencies, Knowledge, Experience

• 8+ years of experience in handling Fixed Line - Enterprise Customer for B2B segment.


• Experience in national accounts enterprise service management & C Level interaction


• Experience in complex Design and Solution change management and operating in a matrix, fast moving and technical environment.


• Team player, strong influence and relationship management skills, customer centric.


• Strong communication and conflict management skills


• Ability to multitask

Desired Competencies/ Skills

• Good knowledge of Fixed line and other communication technologies, technical sales background preferable


• Powerful influencing/ negotiation skills, effective relationship management skills and ability to function within a matrix organization


• Experience in handling Global customer escalation in a B2B environment and understanding on behaviour of Customer for various geography.


• Strong communication skill and ability to manage “C” level engagement.

Educational Qualifications

• Bachelor in Engineering Degree


• ITIL Certification on Foundation, Service Operations and CSI

Vodafone Idea Limited

(formerly Idea Cellular Limited) An Aditya Birla Group & Vodafone partnership