HCLTech
Location
Gurgaon | India
Job description
Greetings from HCL!!
Walk-in Interview Details:- · Interested candidates can come to office for the interview. · HCL Technologies - A-8-9, Maharaja Agrasen Marg, Block A, Noida sector 60, (Nearby Metro sector 59) · *Do not carry any laptop, pend drive, any storage devices or any electronic item. · Carry 1 Resume, 1 ID & Vaccination Certificate · Interview date & timing- 28th Feb 2024, 11:00 AM to 4:00 PM Experience - 6+ Years Designation - Associate Manager Working Location - Gurgaon Cab Facility-Yes Mandates- Graduate & Client Service Management (end to end account Management) Global Success Team GST The GST Customer Success Manager (CSM), is responsible for management of a number of aligned Customers in the Standard Service Model category. Responsibilities include: Growth Management · Provide Customer Reference Guide for service information, tool training and Project engagement info · Enable Customer on VEC, review and reinforce as needed to maximize self-service utilization · Engage early, reviewing contracts and amendments to oversee contractual obligations (Stage 4/5 involvement launching with custom) · Provide ongoing Contractual Oversight for service impacts as changes occur · Provide standard contractual reporting for spend, commitment and other contractual components · Serve as a Customer Advocate and key interface within the Global Service Organization. · Prepare and deliver a Service Review (or Digital Service Review) covering service and contractual performance · Establish regular periodic Check-In meetings with the key customer contact(s) · Conduct regular pro-active Campaigns to improve Customer experience · Provide Good-Will Outreach event based engagement with Customers to offer special assistance · Increase sales opportunities through the creation of Rev-Up Lead Generation for Customers Performance Management · Actively provide Overall Client Health Monitoring taking prescriptive measures to improve experience · Manage daily Actionable Alerts in VE-CRM · Monitor Delivery Health for failed activations and past due orders (No GSM action unless delivery is not resolving issues) · Upon Customer request, serve as a liaison, assisting with directing Customer to accountable team ensuring closure · Inform Customer they can review SLAs via VEC* · Show Service Level Availability trends in scheduled Service Review · Maintain awareness of Priority 1 tickets - (No GSM action unless warranted escalation occurs) · Offer a point of escalation if resolution not achieved through standard channels, assist with directing to accountable team · Deliver Root Cause Analysis readouts prepared by Assurance · Provide standard change visibility and reporting through VEC online portal · Provide financial and accounts receivable oversight via Client Health Financial score review · Maintain awareness of disconnects, suspensions, and aged balances · Provide inquiry and credit oversight via inquiry alert monitoring and escalation assistance · Review and disposition zero usage and churn alerts Skills and Qualifications · Preferred ITIL v4 Foundation certification with ability to apply process knowledge · Strong complex-problem solving skills · Ability to interface with and influence cross functional stakeholders · Analytical mindset with deductive reasoning and tolerance to ambiguity · Identify risk areas, and areas where process improvements are required · Demonstrated computer skills with ability to effectively use both Microsoft and Google suites of productsJob tags
Salary
