Customer Success Manager Regular

Tata Tele Business Services; Dadri; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Tata Tele Business Services (TTBS) is seeking a goal-oriented CRM specialist to lead base management aligned with account strategies. The role focuses on reducing churn, coordinating with centralized desks and cross-functional teams, and driving revenue growth through retention initiatives.

The ideal candidate has a minimum of 7 years in client-facing roles, deep understanding of wireline telecom solutions, and strong negotiation and leadership skills.

Qualifications

• Minimum 7 years experience in client facing.
• Understanding of wireline telecom solutions and IT/telecom industry
• Experience in a high-tech environment
• Excellent organization and communication skills
• Leadership, problem-solving, and networking skills
• Good oral and written presentation skills
• Strong cross functional skills to collaborate with commercial, service assurance, collections, and technology
• Strong negotiation & execution abilities
• Innovative approach to problem solving and finding solutions
• Flexible and pro-active working style with strong ownership
• Knowledge/ability to learn key business processes and tools CRM, SFDC, Empower, etc.

Responsibilities

• Influence retention and work with CC desk/Sales/CSG/SA & other internal teams to meet churn targets.
• Create and maintain relationships to reduce churn and coordinate on special projects with Centralized Desk.
• Reactive base management and revenue churn reduction for designated logos.
• Drive up-selling of products/services with Centralized Desk.
• Monthly account revenue analysis and identify revenue enhancement opportunities.
• Coordinate with sales, IT, Products and CC on retention issues and CSO teams.
• Analyze customer complaints and plug gaps between complaints and retention.

Skills

Client facing

Leadership

Negotiation

Cross-functional

Communication

Time management

Problem solving

Networking

Education

Master's degree in business/marketing/communication/finance or related field

Tools

CRM

SFDC

Empower

Job description

Job Description:

Broad Role Description

A goal-oriented CRM is needed for Base management in accordance with the account specific strategy.

In this role, responsibilities will include influencing Retention and working with Centralized CC desk/ Sales/CSG/SA & other internal teams to ensure that the Overall Churn targets are achieved.

Key Role Deliverables

The person will be responsible to create and maintain relationship leading to reduction in Churn and coordinates on Special projects with the Centralized Desk to enhance revenue and customer satisfaction.

• Responsible for Reactive base management
• Revenue Churn and Revenue enhancement from designated set of Logos
• Renew the data circuits upon expiry of term with the help of Centralized desk
• Drive up-selling of products/services along with the Centralized Desk
• Monthly TOP account revenue analysis and suggest Revenue Enhancement opportunities.
• Co-ordination with sales, IT, Products and CC on retention issues & CSO teams
• Analyzing Customer complaints, repeat complaints and plugging the process between Complaints and Retention

Right Person (Qualification & Experience)

• A master’s degree in business, marketing, communication, finance, or a related field.
• A minimum of 7 years experience in Client facing.
• Understanding of wireline telecom solutions and IT/telecom industry
• Experience working in a high-tech environment.
• Excellent organization and communication skills along with time-management skills
• Leadership, problem-solving, and networking skills.
• Good Oral and Written presentation skills.
• Strong cross functional skills to collaborate with commercial, service assurance, collections, and technology.
• Strong negotiation & execution abilities
• Innovative approach to problem solving and finding solutions.
• Flexible and pro-active/self-motivated working style with strong personal ownership.
• Knowledge/Ability to learn of key business processes and tools CRM, SFDC, Empower, etc.

Personal Attributes

• Excellent communication skills
• Time Management
• Good Oral and Written presentation skills.

Transforming Businesses through Digitalization

Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the country’s leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS offers the largest portfolio of ICT services for businesses in India. With an unwavering focus on customer-centricity and innovation, TTBS continues to garner recognition from customers and peers alike.

Our People Shape Our Journey Ahead

We are India’s leading enabler of digital connectivity and technology solutions for businesses - a feat possible only because we are fueled by the dedication and passion of our people. We welcome the finest talent and believe in nurturing and mentoring them to rise into leadership roles, while standing tall on our ethics and values.

Requirements: