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HCLTech is a global technology company, home to more than 223,400 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products.
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We are HCLTech, one of the fastest-growing large tech companies in the world and home to 222,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.
HCL Tech Walk-In Interview on 4th Nov 2023
Global Success manager- Walk in 4th Nov 2023-BLR
Walk in 4th Nov, HCL -Tech Bangalore. ITPL Campus.- Global Customer Success Manager / Telecom Domain
HCL Tech Walk-In Interview on 4th Nov 2023
Timings:- 10 AM to 5 PM
Venue:
HCL Technologies Ltd.
ITPB SEZ, Aviator building Unit B, 8th floor,Whitefield main road, Bangalore 560066
Contact Person:- Raghav TS
Job Responsibilities:
Growth Management
• Provide Customer Reference Guide for service information, tool training and Customer 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 Customer 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
Qualifications:
• Bachelor’s degree or equivalent required. (Business Administration, Communication or Project Management focus preferred)
• Preferred ITIL v3 Foundations Certified, or completed within 6 months of start date. ∙
• Minimum 5 years’ experience in Customer Service, Project Management and/or Telco
• Must have strong interpersonal skills
• Proficiency with the Microsoft applications such as PowerPoint, Office, Excel as well as Google applications will be required to perform job. Vendor (Six Sigma, Agile, ITIL, Advanced etc.) accreditation would be beneficial and highly desirable.
• Strong analytical and decision-making skills. A fast learner and must have the desire to work in a client facing environment.