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Senior Customer Success Manager

2 months ago

Matawan, New Jersey, United States Tata Communications Full time
About Tata Communications

Tata Communications is at the forefront of transforming connectivity through innovation and intelligence. We are pioneering the next generation of intelligence driven by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services, and Network services, envisioning a New World of Communications.

Position Overview

As a Senior Customer Success Manager, you will play a crucial role in enhancing customer experiences with the aim of safeguarding and boosting revenue through effective renewals, minimizing churn, and promoting the adoption and utilization of our services.

Key Responsibilities

1. Oversee the onboarding process for customer contracts, ensuring alignment among Sales, Solutions, Program Management, and key customer stakeholders.
2. Establish a Customer Engagement and governance framework in collaboration with the customer.
3. Foster service adoption by analyzing usage patterns and implementing predictive capacity and trend analysis.
4. Ensure that customer success metrics and parameters, as agreed upon during the onboarding phase, are being met in accordance with mutual expectations.
5. Develop and implement action plans based on various customer feedback mechanisms, including CSAT, NPS, and other methods for capturing the Voice of the Customer.
6. Formulate a comprehensive renewal and retention strategy for assigned accounts and oversee its execution.
7. Manage service credits, fulfill contractual obligations, and resolve disputes.

Qualifications

Minimum of enterprise sales or service management experience.

Desired Skills

- Proven track record in building executive relationships with key customer stakeholders.
- Strong financial acumen, with the ability to review P&L statements and construct business cases.
- Proficient in contract management, with the capability to interpret terms and conditions.

Compensation

Excluding benefits, the total compensation ranges from $115,000 to $151,000.