AGM - Technical Service

M2 Customer Service

Technical Service Manager

Enterprise

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 accountabilities and decision ownership:

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

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

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.

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