Manager-Regional Account Service
Vodafone Idea Limited
Mumbai, IN
19h ago

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
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