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General Manager - Customer Experience
Skill VentoryMumbai, IN30+ days ago
Job descriptionBuilding a Support structure for continouse service improvement and help organization drive higher product Penetration and reveneue retantion from tope customers. Work on Skill gap matrix to drive training and hiring of the team to prepare resource for supporting growth service portfolios for customers like SDWAN, MOVE, Mobility. Improving the Quality of service by reducing repeat failure, RCAs. Being Proactvie in identifying the faults in existing design and provide value to customers by improving the service uptimes and as desired by customers.. Supporting customer for non-Standard Solution as service and New Services like IZO, SD WAN, Cloud based UCC, . Service Quality improvement through a Problem management activities and conceptualizing TAM model for building repport with Top customers through continueous engagement by driving solution improvment programs.
Roles and Responsibilities
Govern and Drive the Customer experience of company by managing Continous Service improvement ( CSI) initiatives / processes at various stages in customer life cycle like SATSOC for order acceptance, CSA for Deisgn analysis and transformation for Top enterprise customers, Problem managment for reduction in repeat failure and HFR for access solution optmization for all customers and servcie enhancement in Tope 5 MOVE customers..
- Ensure Customer experience of Top Enterprise customers, Top MOVE / SCCP customers by CSA differentiated service and ensureing best in class experience to TCL TOP reveneue genrating customers
- Managing Probelem managment for reduction of repetive failure for
- Running SATSOC to ensure first time right delivery
- Running HFR for changing access solution and keep alive customer.
With the objective of
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General Manager • Mumbai, IN
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