Hcl Tech Mega Walk-In Drive || Telecom Customer Success Manager (T-Csm) || Bangalore

HCLTechBengaluru, Republic Of India, IN

1 day ago

Job description

HCLTech – Mega Walk-In Drive on 01-Nov-25

Role : Telecom Customer Success Manager (T-CSM)

🗓️ Date : 01-Nov-2025 (Saturday)

⏰ Time : 10 : 00 AM – 2 : 00 PM

📌 Venue : 8th Floor, Unit-B, ITPL Aviator Building, Whitefield Main Rd, SEZ, Bengaluru, Karnataka 560066

About the Role

We’re hiring for Associate Manager – GST Global Success Team (GST) , a strategic leadership role focused on customer success, operational excellence, and account growth within the Telecom domain.

Experience : 7–15 Years

Location : Bangalore

Responsibilities include :

Growth Management

Provide Customer Reference Guide for service information, tool training and Client engagement info
Enable Customer on VEC, review and reinforce as needed to maximize self-service utilization
Engage early, reviewing contracts and amendments to oversee contractual obligations (Stage 4 / 5 involvement launching with custom)
Provide ongoing Contractual Oversight for service impacts as changes occur
Provide standard contractual reporting for spend, commitment and other contractual components
Serve as a Customer Advocate and key interface within the Client Global Service Organization.
Prepare and deliver a Service Review (or Digital Service Review) covering service and contractual performance
Establish regular periodic Check-In meetings with the key customer contact(s)
Conduct regular pro-active Campaigns to improve Customer experience
Provide Good-Will Outreach event-based engagement with Customers to offer special assistance
Increase sales opportunities through the creation of Rev-Up Lead Generation for Customers

Performance Management

Actively provide Overall Client Health Monitoring taking prescriptive measures to improve experience

Manage daily Actionable Alerts in VE-CRM

Monitor Delivery Health for failed activations and past due orders (No GSM action unless delivery is not resolving issues)

Upon Customer request, serve as a liaison, assisting with directing Customer to accountable team ensuring closure

Inform Customer they can review SLAs via VEC

Show Service Level Availability trends in scheduled Service Review

Maintain awareness of Priority 1 tickets - (No GSM action unless warranted escalation occurs)

Offer a point of escalation if resolution not achieved through standard channels, assist with directing to accountable team

Deliver Root Cause Analysis readouts prepared by Assurance

Provide standard change visibility and reporting through VEC online portal

Provide financial and accounts receivable oversight via Client Health Financial score review

Maintain awareness of disconnects, suspensions, and aged balances

Provide inquiry and credit oversight via inquiry alert monitoring and escalation assistance

Review and disposition zero usage and churn alerts.

Skills & Qualifications

Strong problem-solving and analytical mindset with data-driven decision-making.

Proven experience managing large enterprise telecom accounts.

Ability to collaborate and influence cross-functional global teams.

Excellent stakeholder communication, presentation, and negotiation skills.

Education : B.Tech / B.E. or any degree (MBA / MSc IT / MCA preferred).

Mandatory : Telecom or Networking domain experience and ITIL Certification.

Proficiency in Microsoft & any other tools.

Why Join HCLTech?

Work with 222,000+ employees across 60+ countries

Collaborate with colleagues from 165 nationalities

Virtual-first & flexible work culture supporting work-life balance

Access to continuous learning & global career development programs

Recognized as a Great Place to Work Certified & Top Employer in 17 countries

Equality & Opportunity for All

At HCLTech, we are proud to be an equal opportunity employer, fostering a culture of diversity, inclusion, and respect.

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Telecom • Bengaluru, Republic Of India, IN