Customer Success Manager For Enterprise Customers
New Delhi Area, India
Working as Customer Success Manager and managing Vodafone Idea Enterprise Data and Voice customers. Responsible for Customer Onboarding, single Point of Contact for Customer Service Life Cycle Management (products supported – Internet leased lines, MPLS, NPLC, IPLC, PRI, SIP, Cloud, WIFI,SDWAN, Google Suite and Managed Security services, SaaS products). Ensuring service quality through service assurance team as per signed Service Level Agreement (SLA) and getting credits processed in case of claims for services breach. Manage the onboarding of new customers and act as the customer's advocate for Developing and managing client portfolios. Assist the sales organization and channel to ensure customers understand our post sales value proposition. Guiding customer on the utilization reports, traffic analysis and improve customer experience. Escalation management, complaint Resolution as per defined SLA Responsible for fault and escalation management: Speedy resolutions of the customer/network requests and dockets as per criticality. Enforcing processes and systems to impart correct and timely reason for outages (RFO) and Root Cause Analysis (RCA) Proactively retaining the circuit revenue identifying the area on concern and taking relevant measures, if actionable to minimize customer churns. Taking care of Change Management and Incident Management for all the services related faults. Sustain Business growth and profitability by maximizing revenue through cross selling / Upselling. Organizing JAR every month (Joint account review with customer, sales, solution and collection team) and QBR (Quarterly business review). Ensure CSATs and NPS score are maintained. Leveraging customer relationship to support Billing & Collection for outstanding clearance at the earliest. Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
