DGM/Senior Manager/Lead - Customer Success - Telecom/ISP

Job Role : Lead- Customer Success

Level : DGM/Sr Manager

Responsibilities :

- SPOC for all engagements & communications with Technical, Business and Sr. Mgmt./CXO level teams at Opco Level and Group level

- Collaborate with leadership to harvest customer engagements.

- Define solution and decide the delivery method and execute with appropriate delivery management methods and quality gate processes.

- Program Manager all the large projects as one key owner in the ensuring the delivery.

- Building strong internal relationships and collaborating cross-functionally to drive readiness for handling all changes, proper handover, training and other associated actions.

- Jointly work with the PU's Product Engineering Team and with central CTO organization when needed.

- Accountable for the resolution of operational problems and issues that impact service delivery in all service deliverables

- Ensure new services are successfully integrated into - steady state- with minimal impact to existing customer service levels

- Acting as an escalation point and provide expertise to ensure delivery quality for all services.

- Maintain integrity, security & confidentiality of all sensitive information and the physical security of the delivery network & infrastructure

- Drive adoption of new tools and technologies to capture key implementation artifacts for customer engagements.

- Lead a culture of continuous improvement and innovation; maintain strong knowledge of current and emerging technologies. Create a culture of nurturing enviable technology teams.

- Partner with business leadership to help define and implement an integrated agenda, constructing a common platform to support a diverse and evolving product suite.

- Perform Periodic Reviews and Governance meetings with OPCOs and Group Work on continuous improvement areas for Process and SDLC to improve the overall quality of the deliverables and also on the Client engagement.

Requirements :

- At least 12 years of experience, preferred 15 years+

- Should have managed customer experience & done customer enabler role/work

- Ability to work with multiple stakeholders across the levels and navigate through complex system/processes.

- Exposure of operating in global/multiple country setup a plus

- Exposure of one of Operations/BD/Transformation/Client Engagement is plus.