Role - Service Manager

Location - Mumbai

Job Purpose : 

To ensure execution of the service strategy thereby 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 products

Key Result Areas/Accountabilities : 

- Churn & Revenue Management : Customer retention - Ring fence Sub base & Value churn, Revenue enhancement - Upsell / Cross-sell & Cost optimization - Reduce cost to serve

- Customer engagement - Field service management, Incident management, Escalation management & Management reporting

- Drive customer first agenda - RNPS, NPS & CSAT, Digital drive and self-service adoption

Core Competencies, Knowledge, Experience : 

- 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

Must have technical / professional qualifications - Experience in related domain/industry

Desired: MBA from a reputed Institute

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