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Tata Communications
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London, Greater London
Senior Manager - Customer Success Management
Overview
Job Description
Senior Manager - Customer Success Management Apply now Apply now * Start apply with LinkedIn * * Apply Now * Start * Please wait... Date: 27-May-2020 Location: London, United Kingdom Company: Tata Communications Job Family Descriptor Acts as primary customer liaison for implementation and ongoing operations for contracts to generate sales leads, drive technical service improvements and robust processes for managing service relationships with platinum and priority customers and ensure network and process optimization and relationship management including post product implementation. Participate in customer engagement reviews and provide service improvement recommendations as required. Ensuring operational rigour, efficiency and high quality in the overall lifecycle of customer service support. Ensuring adherence to agreed SLAs, ensuring alignment of internal operations, Product and Sales teams to customer needs. Responsible for change management, contract management and customer loyalty. Ensures successful transition of the engagement team to the delivery team with the overall objective to make TCL a preferred supplier to customer. Influence TCL retention with customer to increase revenue opportunities. Level Descriptor Build and maintain relationships with senior management of critical customers. Handle escalations and special requests of platinum and priority customers related to aspects like performance, quality and improvements. Co-ordinate with internal teams to deliver customer requests and ensure good network performance. May lead a team through expertise in most or all areas within Service Management or may be an individual contributor. Tactical role which provides a marked contribution to defining the direction of new products, processes, standards or operational plans based upon business strategy, with a significant mid term impact on business unit overall results. Provides a second level management to a group of one or more teams led by a supervisor/team leader which in turn could compromise a combination of professional, technical administrative staff. Identifies problems and significantly improves, changes or adapts existing method and techniques. Focus is on implementation and control rather than policy and strategy development. Impact of decisions made is mid-term in nature. Education: An engineering or Management Graduate (ITIL certification is preferred) Experience: 8-12 years Purpose - Broad objective of the role Operating Network - Key External Operating Network - Key Internal Size and Scope of Role - Financial Size and Scope of Role - No. of direct reports Size and Scope of Role - Total team size Size and Scope of Role - Other size parameters Minimum qualification & experience Other knowledge/skills Key Responsibilities Technical Competencies Knowledge / Skills Communication Skills Job Segment: Manager, Engineer, Relationship Manager, Contract Manager, Customer Service, Management, Engineering, Legal Apply now Apply now * Start apply with LinkedIn * * Apply Now * Start * Please wait...