Broad Role Description
A goal-oriented CSM is required for Base management in accordance with the account specific strategy. In this role, responsibilities will include influencing Retention and Revenue growth and working with Sales/CSG/SA & other internal teams to ensure that the Overall Revenue targets are achieved.
To be successful as a CSM, one should network with internal teams to streamline processes, retain high value customers, and contribute to Overall Revenue growth & minimizing Base churn.
Key Role DeliverablesThe person will be responsible to create and maintain relationship leading to reduction in Churn and executes Special projects that enhance revenue and customer satisfaction.
- Responsible for active base management
- Revenue Churn and Revenue enhancement from designated set of Logos
- As per the designated frequency in person visit to the customers
- Renew the data circuits upon expiry of term.
- Drive up-selling of products/services.
- Monthly account revenue analysis and suggest Revenue Enhancement opportunities.
- Identification of non-usage rentals and suggest actions to reduce revenue loss.
- Plan for reduction of churn, analysis of revenues across all products and solutions.
- 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)
- Master’s degree in any discipline from a recognized university. Preferred educational background: B.Tech, Engineering, Management, Business Administration, or a related field.
- A minimum of 7 years' experience in Client facing roles.
- Understanding of Telecom solutions and IT/telecom industry
- Experience working in a high-tech environment.
- Leadership, problem-solving, and networking 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
Skills Required
- Master's degree from a recognized university
- Preferred background in B.Tech, Engineering, Management, Business Administration, or a related field
- At least 7 years of experience in client-facing roles
- Understanding of telecom solutions and the IT/telecom industry
- Experience working in a high-tech environment
- Leadership, problem-solving, and networking skills
- Strong cross-functional collaboration skills
- Strong negotiation and execution abilities
- Innovative problem-solving approach
- Flexible, proactive, and self-motivated work style with strong ownership
- Knowledge of or ability to learn CRM, SFDC, Empower, and other business tools
- Excellent communication skills
- Time-management skills
- Strong oral and written presentation skills
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.
