Manager - Regional Account Service | Ahmedabad

Role

Regional Account Service Manager

Function / Department

Enterprise

Job Purpose

To support & execute the service strategy thereby ensuring benchmark levels of service & collections across the customer life cycle for an identified set of strategic accounts across all segments, to deliver the best in class customer experience, to drive net promoter score and CSAT index across segments,, to drive cost optimization via digital aided channels, to proactively & reactively ring fence the customer base, to drive

customer engagement programs, lead service improvement / development plans, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, to adopt a consultative approach & use analytics as a means to improve customer experience that can support the organizations vision & objectives

Core Competencies, Knowledge, Experience

• 3 to 5+ years of experience in face to face customer management.
• Ability to manage “C” level engagement.
• Prior experience in B2B or Telecom B2B

Must have technical / professional qualifications

• Powerful influencing & negotiation skills.
• Effective communication & relationship management skills
• Proven ability to function within a matrix Organization
• Strong analytical skills & ability to balance conflicting business & customer interests.
• Experience in handling CS in a B2B environment

Educational Qualifications

• University Degree / MBA along with technical qualifications or equivalent
• ITIL Certification on Foundation, Service Operations.