We have an open position for the role of a Senior Customer Success Manager within our Media and Entertainment (MES) vertical. This position will support the EMEA sales team manage and maintain existing client relationships particularly for large value contracts. The role entails managing day to day business operations support, navigating the company’s procedures, processes and systems all with the main focus of delivering an excellent customer experience. The person in this role requires a basic understanding of business finance along with key technologies used for Media Broadcast, Terrestrial and Satellite, Contribution/ Events/ Occasional Use, Remote Production, Transmission, Content Acquisition/ Aggregation/ Management/ Distribution, OTT, Cloud based media workflows, Network/WAN (IP, MPLS/GVPN, Ethernet), Hosting/Cloud computing, Unified Communication and IOT.
Key Responsibilities:
- Build and maintain existing client relationships, ensure rapid response to client requests – both business and service support related.
- Responsible for maintaining the existing revenue of the contract and improving customer satisfaction .
- Manage the needs of the client through the duration of the contract and beyond, ensure they are met.
- Onboard new clients, send client welcome package, establish portal access, and facilitate Tata Comm MES product training.
- Ability to explain to our clients our company’s business process, products, and services
- Assist our clients with related billing queries, which requires a detailed understanding of MES’s technical specifications, systems, processes, and logic.
- Take lead on for all day to day business change requests from the client and annual renewals of the contract as applicable. Support the sales team with renegotiations of existing.
- Create Change Advisory Boards (CABs), track changes to the contract and assist in executing them.
- Provides timely feedback to the company regarding the client experience – success es, failures and/or client concerns, keep track of client satisfaction.
- Create and execute client engagement plans in collaboration with sales team.
- Prepare and host Quarterly Business Reviews (QBR’s) with defined Clients.
- Partner with sales and marketing teams to identify and assist in delivering on growth opportunities for MES’s business with existing Clients.
- Work with sales, sales engineering, service delivery, product, operations, and leadership within Tata Communications to resolve client’s business and service issues.
- Help marketing team to build reference case studies.
- Document communications with the client and maintain a record.
- Recommends process improvements with a focus on client satisfaction and assists in delivering those improvements.
Skills and Qualificaton:
- 5-7 years of experience in account management, client support, project management, or service support/delivery.
- A blend of business acumen, core telecom knowledge, governance, and operations. Experience in the Media and Entertainment industry is needed
- Technical aptitude around telecommunications and video based technologies and services desired.
- Excellent client facing skills and a desire to drive client success and satisfaction.
- Process oriented with the ability to effectively multi-task in a very fast paced environment.
- Attention to detail, problem-solving and strong administrative capabilities.
- Strong work ethic with flexible schedule and the ability to thrive and be success ful in an ever-changing environment
- Strong communication skills to interface with both internal and external stakeholders.
Job Requirements:
- Communicate customer service performance objectives to customer service staff
- Provide great customer service to external customer
- Manage customer service department staff
- Log all customer service issues
- Improve customer sales and service
- Managing all customer service staff
- Develop customer service department procedures
- Managing the customer service staff for inbound customer
- Manage customer service performance metrics
- Manage overall customer service operations
- Oversee the customer service team
- Communicate customer service related issues
- Manage customer contact requests from customer feedback data with offsite customer service team
- Managing the customer service department
- Manage the customer service department
- Run the customer service department
- Improve customer service quality results
- Assure quality customer service to all customers
- Resolve customer complaints regarding sales and service
- Growing current customer accounts with high level of customer service