General Manager - Customer Success Management

Lead, guide and manage Service Management operations regionally including establishing uniformity and standardisation of structure and processes across the region and in line with the global organisation to provide focused and uniform service reliability to the business customers Guide and monitor technical team to provide technical consultancy to SMs to develop service improvement plans for all customers Monitor financial management processes and customer experience management processes. Engage in the presales process as a part of the bid management and selling team. with the objective of having highest customer satisfaction during customer life cycle and continual improvement to services offered to customers Minimum qualification & experience Experience in telecom industry preferably in a customer management role Other knowledge/skills ITIL Certification, cisco certification, ETOM + PMP, Influencing Skills, Interpersonal skills, communication skills KEY RESPONSIBILITIES 1.Customer Engagement Periodically, arrange and coordinate company senior Management interaction with Customers Conduct and monitor SM governance schedules with customers on Service performance, financial performance and customer experience performance. Review customer risks issues and problems with internal teams and drive timely closure Guide team to make customer specific Service Improvement and development plans and drive buy-in from the customer leadership Direct and monitor implementation across all internal functions CSAT No of Governance Meetings v/s planned Customer Feedback No of Strategic Improvement plans implemented 2.Customer Management Collaborate with regional sales teams to ensure Service Management teams and processes are continually focussed and aligned on new business, growth within existing accounts, profitability, churn and retention. Conduct monthly reviews with internal teams on customer SLA, customer feedback, governance meeting outcomes etc. Conduct reviews and drive understanding with internal team leadership on customer issues and requirements to get concurrence on Strategic Interventions and service improvement plans Drive automation of reports needed for customer interface Define escalation matrix for the customers and drive customers education and adherence on it Guide team to handle outages and personally lead major customer escalations. CSAT Accuracy of customer inventory on company system Customer Feedback 3.Process standardization Champion the development of best practices and procedures for the group whilst ensuring global consistency with other regions. Focussing on 3 primary areas: Solution support, financial processes and business engagement Common Dashboard across Region for all performance metrics 4.Technical Relationship Management ( all customers ) Define processes and measures to drive effectiveness of service improvement plans Guide team to provide technical advice to SMs on customer specific improvement plans Drive and lead team to do analysis and identify plans to improve customer satisfaction Review improvement plans with internal teams senior leadership to drive speed in the implementations / operations Drive team to develop improvement plans to diversify the network using single point of failure to avoid network disruption Share the plans with customers to emphasis company commitment to customer service. Accuracy of customer network on company system Network failures 5.SLA coordination ( all customers) Establish the processes and automation required for SLA claims settlement to drive reduction in claim settlement time Guide and monitor SLA team to follow the standard process of vetting the claim technical, legal and financial aspect of pay-out related to SLA so that incorrect claims can be filtered out. TAT 6.Team Development Regularly review team structure and assess talent requirements Participate in the recruitment and selection process Conduct goal setting and performance review for the team Drive team development, engagement and reward initiatives Coach and mentor team members as required and resolve people issues. Create and mentor a positive thinking, creative cross departmental group that truly understands the concept of customer ownership and continually executes upon this understanding Crate a mind-set of customer advocacy Work collaboratively with Regional Operations Management and Sales departments for target setting and the continual improvement and measurement of customer and employee satisfaction [CSAT & ESAT] Team engagement % attrition Manpower cost and productivity