Sr Manager - Sales- Americas

Tata Communications; Matawan (NJ); On-site; USD 96,000 - 126,000; Full time

Benefits offered by this job

Medical Coverage

Dental Coverage

Vision Coverage

401k Plan

Paid leave

Job summary

Tata Communications seeks a Senior Customer Success Manager in Matawan, New Jersey, to drive post-sales outcomes and protect revenue through renewals, adoption, and churn mitigation. This role partners with Sales, Solutions, and Program Management to align on customer strategy.

You will build executive relationships, understand financials, and manage contract terms to ensure agreed service levels and growth across key accounts.

Qualifications

• Bachelor’s degree or equivalent; MBA preferred.
• 7–12 years of enterprise sales or service management experience.
• Extensive experience in building executive relationships with key customer stakeholders.

Responsibilities

• Own the customer contract onboarding and align Sales, Solutions, PM and stakeholders.
• Define customer engagement and governance model with the customer.
• Drive service adoption by understanding usage and predicting capacity and trends.
• Ensure CSAT, NPS and Voice of Customer metrics are realized per onboarding.
• Define renewal and retention strategies for allocated accounts and execute them.
• Manage service credits, contract obligations, and dispute resolution.

Skills

Executive relationship building

Finance / P&L understanding

Contract terms familiarity

Education

Bachelor’s degree

MBA preferred

Job description

About The 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 Communications

About The 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 Communications

Broad outline of the Role

• Drive Customer Success through enhanced customer experience with the objective of protecting and enhancing revenue through effective renewals, churn mitigation and driving adoption and consumption of services. This is a tactical role which contributes in defining the direction of the operating plans based on the business strategy, with a significant mid-term impact on business unit’s overall results.

Minimum Qualifications & Experience

• Bachelor’s and/or equivalent experience. MBA or equivalent preferred
• 7-12 years of enterprise sales or service management experience.

Other Knowledge & Skills

• Extensive experience in building executive relationships with key customer stakeholders.
• Finance understanding, ability to review PandL, construct and report against business cases
• Contracting knowledge, ability to read and understand terms and conditions

Key Responsibilities

• Own the customer contract onboarding process and drive alignment between Sales, Solutions, Program Management and key customer stakeholders
• Define Customer Engagement and governance model along with the customer
• Drive service adoption by understanding usage and establishing predictive capacity and trending.
• Ensure the customer success parameters and matrix as agreed during the onboarding phase are being realized as per mutual agreement and expectation.
• Develop and execute action plan based on various customer feedback including CSAT, NPS and other ways of capturing Voice of Customer
• Define a clear renewal and retention strategy for the allocated accounts and orchestrate the execution of the strategy
• Manage service Credits, handle contractual obligations, dispute resolution.

Base Salary Range: $96,000 - $126,240. The salary may be adjusted within this range based on the candidate's qualifications, experience, and the specific needs of the position

Benefits Summary: We offer Medical, Dental and Vision Coverage, as well as a 401k plan, and paid leave under our policies.

Other Compensation: The position is eligible to participate in a sales-based incentive program