The Role
Manages a portfolio of business telecom customers to reduce churn, renew data circuits, increase revenue, and improve satisfaction. The role develops customer relationships, identifies upselling and revenue enhancement opportunities, analyzes complaints, coordinates retention initiatives, and collaborates with sales, technology, service assurance, collections, and customer care teams.
Summary Generated by Built In
Broad Role Description
Right Person (Qualification & Experience)
About Us
A goal-oriented CRM is needed for Base management in accordance with the account specific strategy.
In this role, responsibilities will include influencing Retention and working with Centralized CC desk/ Sales/CSG/SA & other internal teams to ensure that the Overall Churn targets are achieved.
Key Role DeliverablesThe person will be responsible to create and maintain relationship leading to reduction in Churn and coordinates on Special projects with the Centralized Desk to enhance revenue and customer satisfaction.
- Responsible for Reactive base management
- Revenue Churn and Revenue enhancement from designated set of Logos
- Renew the data circuits upon expiry of term with the help of Centralized desk
- Drive up-selling of products/services along with the Centralized Desk
- Monthly TOP account revenue analysis and suggest Revenue Enhancement opportunities.
- Co-ordination with sales, IT, Products and CC on retention issues & CSO teams
- Analyzing Customer complaints, repeat complaints and plugging the process between Complaints and Retention
Right Person (Qualification & Experience)
- A master’s degree in business, marketing, communication, finance, or a related field.
- A minimum of 7 years' experience in Client facing.
- Understanding of wireline telecom solutions and IT/telecom industry
- Experience working in a high-tech environment.
- Excellent organization and communication skills along with time-management skills
- Leadership, problem-solving, and networking skills.
- Good Oral and Written presentation skills.
- Strong cross functional skills to collaborate with commercial, service assurance, collections, and technology.
- Strong negotiation & execution abilities
- Innovative approach to problem solving and finding solutions.
- Flexible and pro-active/self-motivated working style with strong personal ownership.
- Knowledge/Ability to learn of key business processes and tools CRM, SFDC, Empower, etc.
- Excellent communication skills
- Time Management
- Good Oral and Written presentation skills.
About Us
Transforming Businesses through Digitalization
Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the country’s leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS offers the largest portfolio of ICT services for businesses in India. With an unwavering focus on customer-centricity and innovation, TTBS continues to garner recognition from customers and peers alike.
Our People Shape Our Journey Ahead
We are India’s leading enabler of digital connectivity and technology solutions for businesses - a feat possible only because we are fueled by the dedication and passion of our people. We welcome the finest talent and believe in nurturing and mentoring them to rise into leadership roles, while standing tall on our ethics and values.
Skills Required
- Master's degree in business, marketing, communication, finance, or a related field
- Minimum 7 years of client-facing experience
- Understanding of wireline telecom solutions and the IT/telecom industry
- Experience working in a high-tech environment
- Excellent organization, communication, and time-management skills
- Leadership, problem-solving, and networking skills
- Strong oral and written presentation skills
- Strong cross-functional collaboration skills with commercial, service assurance, collections, and technology teams
- Strong negotiation and execution abilities
- Innovative approach to problem-solving and finding solutions
- Flexible, proactive, self-motivated working style with strong personal ownership
- Knowledge of or ability to learn CRM, SFDC, Empower, and other key business processes and tools
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The Company
What We Do
Tata Tele Business Services (TTBS), a part of the Tata Group, is a leading provider of Smart Digital Solutions and ICT services for India's Small and Medium Enterprises (SMEs). It offers a comprehensive suite of solutions, including connectivity, collaboration, cloud, security, and IoT, empowering businesses to connect and grow in a digital-first world through cutting-edge technology.
