Customer Success Manager – Platinum

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.

The 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

• 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.