Deputy General Manager - Customer Retention

Key Objectives / Purpose of Job:

As Team Lead :

Following are deliverables expected from a Team Lead heading a region.

Business Delivery & Client Service : Plan and deliver tasks and oversee renewal within the agreed timelines.Collaborate with various Cross functional teams so as to ensure quick resolution to problems concerning the end-Customer.

Develop and maintain effective relationships with internal as well as external stakeholders.

Thought Leadership : Raise the profile of her/his team through effective communication and leadership whilst supporting new initiatives.Should work on an on-going basis towards incubating ideas for new process design for benefit of the team at the same time fine tuning the existing ones.

Team Management : Guide mentor and review the team in achieving business objectives. Coach the team in seamless end-to-end management of complex renewal cases. Tactfully managing and addressing escalated cases.

Professional Skills : Develop and apply the relevant skills and knowledge to operate competently as a team leader/manager and develop the skills within the team.Continuous self-improvement,should exhibit traits of being responsible to an extent that there is a need for minimal supervision.

As Individual Contributor :

Protecting the existing revenue base through effective and efficient churn management by exercising control on-Price Erosion, Credit Notes & Churn.

Price Erosion :

Controlling price Erosion by means of negotiation, upsell and cross sell.

Credit Notes :

Ensuring process hygiene and adherence to established processes.

Retention :

Reducing terminations through reactive and proactive measures.

Major Activities :

- Liaise with back-end teams / systems to ensure timely and accurate receipt of data.

- Ensure timely renewal intimation to all stakeholders (internal/external).

- Responding to RFPs / RFQs and sending contract renewal proposals in a timely and professional manner.

- Effective negotiation and persuasion to safeguard the identified revenue base.

- Offerings value added propositions by means of upsell and cross sell across the product offering.

- Follow through to closure, the renewal order process with the customer in conjunction with backend support teams.

- Maintaining process hygiene during the renewal life cycle in order to prevent back dated renewals and at the same time identifying and fixing process gaps.

- Using proactive and predictive churn models to analyze customer behavior on an ongoing basis so as to ascertain the threats. Working with cross functional teams to mitigate the churn risks.

Qualifications Required :

- Graduate or above

- Preferably MBA (Sales & Marketing)

Skills required :

General Skills :

- Effective Leadership skills

- Sales Operation

- Collaboration

- Good Analytical Skill

Technical :

- Knowledge of Telecom Products & Services

- MS Office

Functional :

- Sales Management

- Enterprise Customer Relationship Management

- Team Management

Behavioral :

- Dynamic, go-getter with a customer-centric approach

- Superior presentation skills

- Perseverant with an eye for details

Work Experience :

- 8-12 years of sales/relationship management experience in the IT/ITES/Telco and BFSI space.