Industry : Telcom/ISP
Education : Graduate in Engineering / Technology
Business Unit : RMS
Essential Skills :Telecommunications industry experience of 6-12 years Demonstrable understanding of Subex domain and
products Excellent customer facing skills
Desired Skills : RMS/FAS domain skills Good understanding of software development and product lifecycle Knowledge of
Support operations Knowledge of delivery/implementation processes
Experience Required : 6 - 12 Years
Position Type : Full-Time
Reporting To : Not specified
Total Team : 2
Responsibilities : Key responsibilitiesNote: Measures/metrics for defining targets will be set and agreed from time to time as part of KRAs within SDS and within appropriate Management Reporting initiatives Improve and maintain excellent customer satisfaction levels within APAC region Ensure referenceability of a high proportion of APAC customers Referenceability has been met if customer would recommend Subex to others for purchase of our products and act as a reference in agreed cases. Recommendation could either be to other departments within the customers company or to other companies.
Ensure customers receive and recognise appropriate value from Subex solutions As defined by positive ROI from dollars and resources invested in Subex products/services Owning and driving a process to ensure proactive coordination and engagement with Support, PSO, Customer Solutions and Sales and Account Management teams to deliver excellent and consistent customer experience at all stages of a customer lifecycle, including urgent response management where the need arises.
Coordination, production and analysis of appropriate management reports relating to the key areas affecting customer experience and satisfaction to measure performance, proactively identify risk and derive appropriate action plans.
Producing, driving, supporting and tracking cross-departmental plans to improve and sustain effectiveness in customer experience and satisfaction. Tracking AMC and additional License component with help from support teamOther responsibilities Working closely with Sales and Account Management to support appropriate account management practices for existing and new accounts Identifying and channelling leads for up-sell/cross-sell opportunities within customer accounts to Sales and Account Management team for action. Support to account mapping and sales activities as appropriate. Support as required to invoice and collect on Annual Maintenance Contracts (AMC) Project management of relevant and agreed improvement initiatives; customer or internal Collate and provide appropriate product and process feedback to PLM and other relevant business functions Represent Subex in a polished, mature and professional manner Perform special projects or other duties as needed
Competencies : Excellent communication skills both written and oral Presentation skills Strong analytical skills Good interpersonal skills Negotiating skills Cooperation and team working Leadership Initiative
Thanks & Regards,
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Sofia
Ivanan Consultancy & Service Inc
Bengalooru
Tel: +91-80-41708154
Mob: +91 - 9845230363
Email - sofia@ivcons.com
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