company-img2

Vodafone Idea , Regional Service Account Manager

  • 5-10 yrs
  • Not Disclosed

Job Description

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 productsKey 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 serveCore 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 B2BKey Performance Indicators :Churn & Revenue Management: Customer retention , Ring fence Sub base & Value churn, Revenue enhancement , Upsell , Cross,sell & Cost optimization , Reduce cost to serveCustomer engagement , Field service management, Incident management, Escalation management & Management reporting, Drive customer first agenda , RNPS, NPS & CSAT, Digital drive and self,service adoptionMust 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