Manager - Regional Account Service

Vodafone Idea Limited; Ernakulam, Hyderabad, Raipur; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Vodafone Idea Limited in Kerala seeks a Regional Service Account Manager to ensure benchmark service levels across the enterprise account lifecycle. You will proactively protect key accounts, adopt a consultative approach, and use analytics and digital tools to improve customer experience while engaging with C-suite stakeholders.

You will lead a customer service team, focus on RNPS/NPS/CSAT, drive revenue through retention and upsell, and push automation to reduce cost to serve.

Qualifications

• Bachelor's degree in Business or related field; technical qualification preferred.
• Strong influencing/ negotiation, communication & relationship management skills.
• Analytical ability to balance business and customer interests in a B2B context.
• Experience in Mobility & IoT Service Support.

Responsibilities

• Ensure compliance to service norms and monitor commitments to prevent breaches.
• Engage stakeholders to review account performance and provide feedback.
• Conduct C-SAT on quality parameters and processes.
• Drive retention and revenue through upsell/cross-sell strategies and cost control.
• Lead automation and digital initiatives with customers to reduce cost to serve.

Skills

Customer service leadership

Communication skills

Analytical skills

Negotiation skills

Stakeholder management

Education

University degree in Business

Job description

Role

Regional Service Account Manager

Job Purpose

Ensuring benchmark levels of service across the customer life cycle for enterprise accounts, to proactively & reactively ring fence the customer base, to adopt a consultative approach & use analytics / digital as a means to improve customer experience, to engage with C- level, drive customer engagement programs & deliver on service improvement / development plans to enhance customer satisfaction index across enterprise products

Key Result Areas/Accountabilities

• Compliance to standard norms, monitor customer commitments across products, intervene proactively and act as an touch point to ensure minimum service level breaches
• Build a strong feedback mechanism through continuous engagement with stakeholders and accounts to review account performance,
• Conduct C-SAT on quality parameters & process
• Revenue enhancement via customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn. Upsell/ cross-sell to enhance account revenue.
• Drive automation & digital agenda with customers to reduce cost to serve

Core Competencies, Knowledge, Experience

• 5+ years of experience in leading a customer service team with exposure to service delivery and assurance.
• Experience in managing customer facing roles for a reputed organization with a proven track record in meeting service levels and RNPS targets
• Prior experience in B2B or Telecom B2B

Key Performance Indicators

• Churn & Revenue Management: Customer retention – Ring fence Sub base & Value churn, Revenue enhancement – Upsell / Cross-sell & Cost optimization – Reduce cost to serve
• Customer engagement - Field service management, Incident management, Escalation management & Management reporting
• Drive customer first agenda – RNPS, NPS & CSAT
• Digital drive and self-service adoption

Must have technical / professional qualifications

• University Degree in Business preferably with technical qualifications, or equivalent qualification
• Powerful influencing/ negotiation skills, effective communication & relationship management skills and proven ability to function within a matrix organization
• Strong analytical skills & ability to balance conflicting business & customer interests.
• Experience in handling CS in a B2B environment
• Experience in handling Mobility & IoT Service Support