Sr Manager - Sales- APAC

About The CompanyTata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of CommunicationsJob DescriptionDrive Customer Success through enhanced customer experience with the objective of protecting and enhancing revenue through effective renewals, churn mitigation and driving adoption and consumption of services. This is a tactical role which contributes in defining the direction of the operating plans based on the business strategy, with a significant mid-term impact on business unit s overall results.

Owns the protection and growing the revenue from the assigned account/s through: Build and execute revenue growth plan in allocated accounts. Churn mitigation using cross sell or upsell during renewals maintaining a "farming" mindsetto CSM. ("Farming" term is used in the context of performance analysis linked upgradation,cross-sales & up-sales of the contracted services). Drive accelerated conversion of Service Delivery funnel into realizable revenue. Drive consumption of usage-based services to expand revenue, through effective boarding,adoption, and expansion of services.

Ensures quality 360-degree life cycle management of the customer account, ensuringmeeting / exceeding the NPS threshold for the territory and all other contractualobligations. Nurturing and retaining the customer, voice of the customer analysis, reference programs and Service reviews. Develops deep relationships within the customer senior management (C-Level) accountacross functions create greater value for TCL services thereby enhancing customerlifetime value. CSM is expected to meet Account Contracted Gross Revenue Targets. Contracted GrossRevenue is defined by the following 3 areas.

Baseline Revenue as FY start SDWIP Acceleration Usage services adoption and growth - revenue target Managing AOP for Price erosion, terminations, Service credits, aged debtKey ResponsibilitiesContact / Customer Onboarding Own the customer contract/project onboarding process and drive alignment betweenSales, Solutions, Program Management, and key customer stakeholders who areresponsible for buying, designing, delivering, and consuming TCL services. Internal Kick-off call & handover from Sales to Delivery Program Management. Agree with the customer on an approach to Time to Value with customer and internalteams.

Introduce relevant customer stakeholders to Tata Communications People, Processes &tools and make it easier for them to do business with us. Define Customer Engagement Model along with the customer (Time based, Value-based,Event-Based). SDWIP funnel management to accelerate implementation for faster revenue realisation byclearing the internal and external dependencies. Govern on-hold decision at entry and reduce cancellations. Service Adoption & revenue enhancement. Ensuring timely activation and service acceptance. Services which are usage based and require end user deployment or migration of trafficsuch as GSIP are to be monitored and tracked effortlessly to ensure order aspirations arereached.

For usage-based services like UCAAS, analyse customers’ usage to help identify areas foradoption and enhancement. Identify training needs for end users and if identified, orchestrate this with a product orOther Functions. For network services, understand current network usage and establish predictive capacityand trending. Drive adoption on customer self-service portal (Optimus/TCX). Nurture and retain Monitor performance & customer health signals & proactively mitigate any pain points. Ensure availability of services as per contract. Develop and execute action plan based on various customer feedback including CSAT, NPSand other ways of capturing Voice of Customer. Retain Loyalist, Convert Neutral & Detractors into Loyalist.

Define and operate Governance Model along with the customer (Time based, Value-based,Event-Based). Own and end to end managed customer service life cycle. Churn mgmt. : The CSM is required to come up with a clear renewal and retention strategyfor the allocated account/s and orchestrate the execution of the strategy leveraging thelarger TCL set of stakeholders across functions. The objective is to proactively retain thecustomer and ensure churn mitigation through a combination of minimal erosion andservice and consumption expansion. Some opportunities may be handed to AccountMgmt. teams to close depending on qualifications. (e. g.

technology migration ladenrenewals or those that involve public sector / government tendering / RFPs). Continuous service improvement planning. Own and provide in-life contract life cycle management to the account. Contract management in terms of deployment obligations, Terms and conditions, servicelevel agreements, penalties. Moves, Adds, Changes And Deletes (MACD) Own end-to-end MACD responsibility, including providing repricing, quotations,documentation and closure formalities. Post MACD order closure hand over to the respective teams for regular execution ofthe MACD orders.

Expand Work together with sales to create a near- and long-term account success plan (ADP) Traffic expansion for subscription services and consumption expansion for usagebased services. Help uncover new opportunities for the sales team and pass on those opportunities tothem. Role Development Ensure Individual remains certified and trained with our Growth Services. Position himself/herself as the knowledge partner to the customer in the context ofthe customer environment.

Who You Are Keen understanding of the TCL value proposition, services portfolio, customer orientation and knowledge of the customer's industry dynamics and the impact of digital transformation framework on the customer's industry to drive deeper adoption andexpansion of the TCL services. Farming skills, Great communication and networking skills. Deep Orchestration and problem-solving skills to ensure customer success and effective addressing of barriers to customer success. Deep level of customer centricity, empathy, and customer handlingskills. Result orientation, high energy individual with ability to sustaining pressure. Analyticaland process orientation.

ITIL certification, communication skills, influencing skills, interpersonal skills, thoughtleadership in providing digital telecom services, experience with new and emergingtechnologies such as machine learning and effective analytics. Finance understanding, ability to review P&L, construct, and report against business cases Contracting knowledge, ability to read and understand terms and conditions Collaboration, cannot be a Silo thinker. Key Qualification & Experience Relevant technical / Business Studies Degree or MBA with 08 - 12 years of experience incustomer facing role. Customer Experience should be relationship based either through Account Management orService / Customer Success Management profile. Should have carried targets in some formin previous role/s.