Job Description

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India\'s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly \'Digital India\' by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India. Role M2 Customer Service Job Level/ Designation Technical Service Manager Function / Department Enterprise Location Ahmedabad Job Purpose To manage Fixed line base and revenue Churn target for the list of allocated accounts To support on contracts and Bids and align Service organization with customer requirements Managing customer service experience throughout customer lifecycle resulting in superior NPS scores. \'Service experience\' to be a key differential factor in the current market scenario, To drive Customer SAT as per defined goals of the organization. To interlock with cross functional teams for better synergy & meeting customer expectations Ability to drive Quarterly Business reviews and service reviews with customers. Internal stake holder\'s management for better collaboration and winning in market place. Generating up-sale and cross sales leads with Enterprise customers. Key Result Areas/Accountabilities Key accountabilities and decision ownership: To manage FL Sub and Revenue Churn target for the list of allocated accounts To support on contracts and Bids and align Service organization with customer requirements To drive NPS and Customer SAT as per defined goals of the organization. Ability to drive Quarterly Business meetings and service reviews with customers Manage Service Management portfolio: Proactively Monitor Account Service Health Upsell Additional Bandwidth on utilized links Realize and Create new opportunities of Revenue from Competition Liaise with NOC and Backend support for issue resolution Global Liaising for offshore link support. Interlocks with cross functional Teams Ensure we meet all SLA parameters committed to Customer Revenue Management: Controlling Churn & enhance revenue through upsell and upgrade opportunities. Drive digital journey and increase adoptability to improve experience and avoid cost. Core Competencies, Knowledge, Experience 8+ years of experience in handling Fixed Line - Enterprise Customer for B2B segment. Experience in national accounts enterprise service management & C Level interaction Experience in complex Design and Solution change management and operating in a matrix, fast moving and technical environment. Team player, strong influence and relationship management skills, customer centric. Strong communication and conflict management skills Ability to multitask Must have technical / professional qualifications Desired Competencies/ Skills Good knowledge of Fixed line and other communication technologies, technical sales background preferable Powerful influencing/ negotiation skills, effective relationship management skills and ability to function within a matrix organization Experience in handling Global customer escalation in a B2B environment and understanding on behaviour of Customer for various geography. Strong communication skill and ability to manage \'C\' level engagement. Educational Qualifications Bachelor in Engineering Degree ITIL Certification on Foundation, Service Operations and CSI Vodafone Idea Limited (formerly Idea Cellular Limited) An Aditya Birla Group & Vodafone partnership

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