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Service Relationship Manager (SRM) – Customer Experience

Keywords / Skills : Service Relationship Manager, SRM, Networking

1 - 6 years
Posted: 2019-11-29

Job Description
KEY RESULT AREAS:
  • Ownership of relationship with the customer to be able to help and support him grow his business and revenue.
  • Provide exemplary service to the customers helping him/her in case of any support needed
  • Anticipate customer’s needs proactively and interact with various cross-functional teams.
  • Wallet Share of customers IT and Telecom spend through Upgrades, up-selling Managed Services, etc.
  • Longevity of relationship with the customer (increase Age on Network and reduce Churn)
  • Ensuring timely collections from the customers
  • Timely resolution to customers issues and escalations and ensuring permanent fix
  • Proactive churn tracking and Retention

Experience:
The candidate should possess and demonstrate the following:
  • Should have at least 2-4 years of Relationship experience in Telecom/ISP/Banking sector with Corporate/Enterprise Segment customers.
  • Has good understanding of Telecom technologies/Networking (minimum 1- 2 years)
Desired Behaviours & Alignment:
  • Excellent Communication Skills
  • Good Business writing skills
  • Committed to on time delivery
  • Ability to identify service satisfaction & revenue enhancement opportunities
  • Good Relationship skills for managing customer experience.
  • Strong Data analytic insights - expected to work with numbers and data to monitor churn metrics, campaign effectiveness and value return metrics
  • Strong leadership and change management skills
  • Strong understanding of the latest technologies in customer experience
  • 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 performance
  • Proficiency in Excel (must) and MS Access (preferable)
  • Knowledgeable about industry trends and benchmark.
Education Level: B. Tech, BCA, MCA & CCNA.
Excellent Communication Skills
Job Location: Gurgaon.
Age Limit: 33.



About Company

Spirient Staffing Solutions Private Limited
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