Job Family Descriptor
Act as Customer voice in the organization and vice versa and be the customer champion for all service expectations and contractual obligations by orchestrating Tata Communication teams to exceed customers expectations throughout the customer lifecycle Increase in wallet share of customer in terms of YoY Gross Revenue Growth Increasing NPS in the respective accounts Adoption usage of TCL services Renewals and Churn Management Own the overall Operational and Delivery relationship with the Customer and contribute to the Service life cycle of the contract managing stakeholders expectations Collaborate with the contract manager where one is present and contribute to profitability agenda and ensuring that contractual commitments are met Become a Trusted Advisor to the customer Provide technical support to customers or training on products to help customers plan and understand best ways to utilize company products basis needs and business plans Ensure successful transition of the engagement team to the delivery team with the overall objective to make TCL a preferred partner for customer Influence TCL retention with customer to increase revenue opportunities
A broad outline of the Role
Build and maintain relationships with senior management of critical customers Handle escalations and special requests of platinum priority customers related to aspects like performance quality and improvements Coordinate with internal teams to deliver customer requests and ensure good network performance May lead a team through expertise in most or all areas within Customer Success Management or maybe 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 Experience 8 12 years
About Tata Communications Transformation Services Ltd
Tata Communications Transformation Services (TCTS), a 100% subsidiary of Tata Communications Ltd, provides business transformation, managed network operations, network outsourcing, and consultancy services to telecommunication companies around the world. TCTS delivers operational efficiency, cost transformation, and revenue acceleration solutions for all the stages of the carrier process lifecycle including but not limited to network engineering and design, implementation, and operations functions.
TCTS leverages the market expertise of Tata group’s global telecom operation capabilities and globally established IT, process, and consulting skills. It carries the rich traditions and business ethics of the Tata companies.