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Regional Service Account Manager
ConfidentialMumbai7 days ago
Job descriptionExperience in leading a customer service team with exposure to service delivery and assurance. Experience in managing customer facing roles for a reputed organization with a proven track record in meeting service levels and RNPS targets Prior experience in B2B Churn & Revenue Management : Customer retention Ring fence Sub base & Value churn, Revenue enhancement Upsell / Cross-sell & Cost optimization Reduce cost to serve Customer engagement - Field service management, Incident management, Escalation management & Management reporting Drive customer first agenda RNPS, NPS & CSAT Digital drive and self-service adoption
Job Purpose
Ensuring benchmark levels of service across the customer life cycle for enterprise accounts, to proactively & reactively ring fence the customer base, to adopt a consultative approach & use analytics / digital as a means to improve customer experience, to engage with C- level, drive customer engagement programs & deliver on service improvement / development plans to enhance customer satisfaction index across enterprise products
Key Result Areas / Accountabilities
- Compliance to standard norms, monitor customer commitments across products, intervene proactively and act as an touch point to ensure minimum service level breaches
- Build a strong feedback mechanism through continuous engagement with stakeholders and accounts to review account performance,
- Conduct C-SAT on quality parameters & process
- Drive automation & digital agenda with customers to reduce cost to serve
Core Competencies, Knowledge, Experience
Key Performance Indicators
Skills Required
Customer Service, B2b, Escalation, Revenue Management, Incident Management, field service management , Customer Engagement
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Account Manager • Mumbai