General Manager - Customer Success Management

About the Company

Tata Communications is focused on reshaping global connectivity through advanced technologies and intelligent networks. Its ecosystem spans cloud, mobility, Internet of Things, collaboration, security, media services, and network services, supporting a modern communications environment.

Role Overview

This leadership role is responsible for running service management operations across the region and ensuring consistent structures, processes, and service reliability for business customers. The position also involves guiding technical teams, strengthening customer experience, supporting financial and service management processes, and contributing to presales and bid management efforts. The overall aim is to maximize customer satisfaction throughout the customer lifecycle while continuously improving services.

Key Responsibilities

• Lead regional service management activities and bring consistency to operating structure and processes across locations, aligned with global standards.
• Direct technical teams to support service managers in building improvement plans for customers.
• Oversee financial management and customer experience monitoring processes.
• Participate in presales, bid support, and the selling process when needed.
• Coordinate senior leadership engagement with customers and manage regular governance reviews.
• Track service performance, financial performance, and customer experience metrics with customers.
• Identify customer risks, issues, and concerns, then work with internal teams to ensure timely resolution.
• Support creation of customer-specific service improvement and development plans and secure customer buy-in.
• Monitor implementation of agreed actions across internal teams.
• Work with regional sales teams so service management stays aligned with new business, expansion, retention, churn reduction, and profitability goals.
• Run monthly reviews with internal teams on customer SLA status, customer feedback, and governance outcomes.
• Drive agreement on strategic interventions and improvement actions with internal leadership.
• Encourage automation of customer-facing reporting.
• Set escalation processes for customers and promote customer understanding and adherence.
• Lead handling of outages and personally manage major customer escalations when required.
• Promote best practices and standardized procedures while maintaining consistency across regions.
• Focus process standardization on solution support, financial processes, and business engagement.
• Maintain a common dashboard for regional performance metrics.
• Define and measure processes that improve the effectiveness of service improvement plans.
• Advise service management teams on customer-specific improvement measures.
• Analyze drivers of customer satisfaction and guide plans to improve it.
• Review improvement plans with senior internal stakeholders to accelerate execution and operational progress.
• Drive network resilience planning, including reducing single points of failure to prevent disruptions.
• Share improvement plans with customers to reinforce the company’s commitment to service quality.
• Create processes and automation for SLA claim settlement to reduce turnaround time.
• Ensure claims are vetted from technical, legal, and financial perspectives before payout approval.
• Review team structure regularly and identify future talent needs.
• Take part in recruitment and selection activities.
• Set goals, conduct performance reviews, and support reward and engagement initiatives for the team.
• Coach, mentor, and resolve people-related issues as needed.
• Build a collaborative, customer-focused team mindset that promotes ownership and advocacy.
• Work closely with regional operations and sales teams to set targets and improve customer and employee satisfaction.

Requirements

• Prior experience in the telecom industry, preferably in a customer management role.
• Strong knowledge of ITIL, Cisco, eTOM, and PMP concepts or certifications.
• Excellent influencing, interpersonal, and communication abilities.
• Ability to manage senior stakeholder engagement and lead customer governance discussions.
• Experience in handling escalations, service improvement planning, and process standardization.
• Capability to work across functions and drive execution through internal teams.
• People leadership experience, including coaching, performance management, and team development.

Additional Information

This role is based in Pune Division, Maharashtra, India, and is a full-time onsite position. The company expects the leader to champion customer ownership, customer advocacy, and continual improvement across service delivery, operations, and team performance.

Performance Focus Areas

Success in this role will be measured through customer satisfaction, governance meeting adherence, customer feedback, strategic improvement plan implementation, customer inventory accuracy, network accuracy, network failure reduction, SLA turnaround time, team engagement, attrition control, manpower cost efficiency, and productivity.

Candidate Profile

The ideal candidate will be a seasoned service management professional who can balance customer experience, operational discipline, financial awareness, and team leadership while driving uniformity and service excellence across the region.