Sify - Manager - Customer Experience

- Customer Experience is vital to our long-term profitability.

- We are hiring for a CEM to own and drive success for our customers.

- This role includes responsibilities for Customer Success activities (e.g. support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.

Responsibilities:

- Drive Customer Success Outcomes.

- Increase renewal rates and reduce churn.

- Expand our revenue in accounts through cross-sell and up-sell.

- Influence future lifetime value through higher services adoption, customer satisfaction and overall health scores.

- Planning Service Governance Reviews for Top Accounts.

- Define and Optimize Customer Lifecycle.

- End to End customer life cycle management.

- Technical service reviews with clients and mitigate problem areas.

- Develop listening points in journey (e.g., usage, satisfaction, etc.

- Identify opportunities for continuous improvement.

- Learn from best practices in industry.

- Represent and communicate the "voice of the customer".

- Measure Effectiveness of Customer Success.

- Achieve allocated sales and revenue targets.

- Lead and own contract renewals in collaboration with account management and finance where needed.

- Tracking Project Delivery & Support escalations.

- Liaising with cross-functional teams and ensuring overall improvement in customer satisfaction index.

- Track and report on renewal, expansion and upsell pipeline.

- Inspire Customer Success Across Company.

- Create culture of Customer Success for the region.

- Align with Marketing team around marketing strategies for existing clients.

- Align with Sales around cross-sell and up-sell and focus on selling with a retention focus.

Required Experience/Skills:

- Preferably engineering background.

- 8+ years' experience in leading customer-facing organizations.

- Demonstrated experience presenting to and building relationships with functional and C-level executives.

- Should possess fair knowledge of Telecom Network, Cloud, Data Center and Managed Services.

- Exposure in handling Enterprise / SMB Accounts.

- Ideally combined background of post-sale and sales experience.

- Strong empathy for customers and passion for revenue and growth.

- Deep understanding of value drivers in recurring revenue business models.

- Analytical and process-oriented mindset.

- Strong Customer Service experience.

- Effective time management with an ability to multitask.

- Excellent communication and presentation skills.