Spirient Staffing Solution Hiring for Customer Success Manager at Gurgaon, Haryana, India Full Time

Job Description

1. KEY RESULT AREAS / KEY DELIVERABLESInput: 1. Ownership of relationship with the customer to be able to help and support him grow his business and revenue using Spectra’s Internet connectivity and Managed Service solutions.2. Provide exemplary service to the customers helping him/her in case of any support needed3. Anticipate customer’s needs proactively and interact with various cross-functional teams within Spectra to serve themOutput: 1. Wallet Share of customers IT and Telecom spend through Upgrades, upselling Managed Services, etc.2. Longevity of relationship with the customer (increase Age on Network and reduce Churn)3. Ensuring timely collections from the customers4. Timely resolution to customers issues and escalations and ensuring permanent fix5. Proactive churn tracking and Retention2. KEY INTERACTIONSInternalPurposeSalesFor Upgrades and Escalation ManagementCustomer ExperienceFor CE processes and Complaint managementNetwork Planning/ NOC/ NetOpsFor addressing Customer Issues/concernsExternalPurposeCustomerBuild relationship and ensure Customer SuccessVendors / PartnersFor understanding various products and services for providing solutions to customers3. POSITION REQUIREMENTS Level of Education1. BTech/BCA/MCA only2. Preferably has Technical knowledge in telecom domain3. Preferably having CCNAExperienceThe candidate should possess and demonstrate the following:1. Should have at least 1-2 years of Relationship experience in Telecom/ISP/Banking sector with Corporate/Enterprise Segment customers.2. Has good understanding of Telecom technologies/Networking (minimum 1- 2 years)Desired Behaviours & Alignment1. Good Communication Skills2. Good Business writing skills3. Committed to on time delivery4. Ability to identify service satisfaction & revenue enhancement opportunities5. Good Relationship skills for managing customer experience.6. Strong Data analytic insights – expected to work with numbers and data to monitor churn metrics, campaign effectiveness and value return metrics7. Strong leadership and change management skills8. Strong understanding of the latest technologies in customer experience9. Strong people skills – ability to build and maintain effective working relationships with team members /peers/seniors along with willingness to set and maintain high standards of performance10. Proficiency in Excel (must) and MS Access (preferable)11. Knowledgeable about industry trends and benchmarksJob Type: Full-timeSalary: INR600,000.00 – INR800,000.00 per yearSchedule:

• Day shift

Experience:

• Upselling: 2 years (Required)
• Churn & Retention: 2 years (Required)

Education:

• Bachelor’s (Preferred)

COVID-19 Precaution(s):

• Virtual meetings