Customer Success Manager – Regular
At a glance
Mid-level Customer Success role at Fa Evmm Saasfaprod1. Noida · full-time.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Manage assigned customer accounts against their strategies, working to lower churn and protect revenue
- Renew expiring data circuits with support from the centralized desk, and pursue additional product and service sales
- Review monthly revenue across top accounts and recommend ways to grow it
- Work with sales, IT, product, customer care and service teams to resolve retention issues
- Examine customer complaints and repeat issues, then address process gaps that affect retention
What you bring
- At least seven years in a client-facing role
- A master's degree in business, marketing, communications, finance or a related subject
- Knowledge of wireline telecom solutions and experience in a high-tech setting
Who this fits
This role suits someone comfortable owning customer relationships and coordinating retention work across teams. It is based in Noida, India.
From the employer
A goal-oriented CRM is needed for Base management in accordance with the account specific strategy.
In this role, responsibilities will include influencing Retention and working with Centralized CC desk/ Sales/CSG/SA & other internal teams to ensure that the Overall Churn targets are achieved.
Key Role DeliverablesThe person will be responsible to create and maintain relationship leading to reduction in Churn and coordinates on Special projects with the Centralized Desk to enhance revenue and customer satisfaction.
- Responsible for Reactive base management
- Revenue Churn and Revenue enhancement from designated set of Logos
- Renew the data circuits upon expiry of term with the help of Centralized desk
- Drive up-selling of products/services along with the Centralized Desk
- Monthly TOP account revenue analysis and suggest Revenue Enhancement opportunities.
- Co-ordination with sales, IT, Products and CC on retention issues & CSO teams
- Analyzing Customer complaints, repeat complaints and plugging the process between Complaints and Retention
Right Person (Qualification & Experience)
- A master’s degree in business, marketing, communication, finance, or a related field.
- A minimum of 7 years' experience in Client facing.
- Understanding of wireline telecom solutions and IT/telecom industry
- Experience working in a high-tech environment.
- Excellent organization and communication skills along with time-management skills
- Leadership, problem-solving, and networking skills.
- Good Oral and Written presentation skills.
- Strong cross functional skills to collaborate with commercial, service assurance, collections, and technology.
- Strong negotiation & execution abilities
- Innovative approach to problem solving and finding solutions.
- Flexible and pro-active/self-motivated working style with strong personal ownership.
- Knowledge/Ability to learn of key business processes and tools CRM, SFDC, Empower, etc.
- Excellent communication skills
- Time Management
- Good Oral and Written presentation skills.
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