Sam Mathew Email & Phone Number

Mumbai Area, India

 Lead, mentor and motivate a team of CSMs to deliver best in class service experience. Manage life cycle management tfrom contract onboarding onto nurturing and retaining the accounts Build and lead agile cross functional teams comprising members from Delivery, Assurance, Collections, commercials, product and others with the objective of exceeding NPS scores by enhancing customer experience Monitor performance & customer health signals through governance frameworks constituting business reviews and workshops. Proactively mitigate any pain points to ensure seamless service as per contract Accelerate conversion of delivery funnel into realizable revenue Handle bespoke RFP contractual obligations by building frameworks aligned to the RFP clauses Deeply understand customer environment, strategy and relationships for building short and long-term account success plans in cohesion with sales, product and commercial teams Build AOP plans and ensure team meets the business outcomes

Pune, Maharashtra, India

 Driving retention strategy to meet AOP in Strategic accounts and System Integrator segment for Data Service portfolio Leading a national team to increase profitability, lead digital transformation discussion to open cross-sell opportunities in the assigned accounts Develop renewal roadmap to increase product penetration and prevent price erosion in collaboration with finance, legal, product and backend teams

Mumbai Area, India

 Handling retention and collection strategies for Major Accounts and Key segment in ROM ensuring priority service and prompt resolution of issues Effective cross functional engagement for resolution of interdepartmental issues and process streamlining Bad debt reduction through uniform deployment and adherence to set processes. Timely and regular meetings with corporate clients on field for better understanding of customer processes and ensuring early liquidation of outstanding Execution of collection process and customized billing for large NLD connectivity projects within framework of PO/tender agreements Collection of 40 crore in CBS projects in 2006-09 and winner of EC award for the same Provide leadership and review team performance, motivate and mentor team members on maximizing their potential

Master Of Business Administration - Mba, Marketing/Marketing Management, General, A

Bachelor'S Degree, English Language And Literature, General, 1St Class