Vodafone Idea - Manager - Regional Account Service (5-9 yrs)

- 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 Clevel, drive customer engagement programs & deliver on service improvement / development plans to enhance customer satisfaction index across enterprise products.

- 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.

- Revenue enhancement via customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn.

- Upsell/ cross-sell to enhance account revenue.

- Drive automation & digital agenda with customers to reduce cost to serve.

- 5+ years of experience 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 or Telecom B2B.