Customer Success Executive (Emirati Only)

Tata Communications is a leading global digital infrastructure provider, enabling enterprises to thrive in a hyperconnected world. As a trusted partner in digital transformation, the company delivers solutions in network, cloud, security, mobility, IoT, and collaboration to businesses worldwide.

1. Global Reach: Serving over 7,000 customers globally, including 300 of the Fortune 500 companies.
2. Network Leadership: Our global network carries 24% of the worlds internet routes, with over 7,600 petabytes of internet traffic traveling across it each month.
3. Industry Recognition: Named a Leader for the tenth consecutive year in the 2023 Gartner Magic Quadrant for Network Services (Global).
4. Great Place to Work: Certified as a Great Place to Work in America, Canada, Greater China, India, UK, Hong Kong & Singapore.
5. Infrastructure: We own 710,000 km of subsea fiber (over 17 times around the equator) and 210,000 km of terrestrial fiber.
6. Voice Traffic Leadership: Carry 53 billion minutes of wholesale voice traffic annually.
7. Official F1 Connectivity Provider: Powering millions of users on Formula1.com and delivering cutting-edge connectivity for the F1 experience.

About the Role:

As a Customer Success Executive, you will be responsible for the post-sales lifecycle experience management for our enterprise customers. This is an operational role where you will work under direct supervision to ensure high levels of customer satisfaction and support the growth of our business. You will act as the bridge between the customer and our internal teams, ensuring that our services are delivered seamlessly and that customers are extracting maximum value from their investment in Tata Communications solutions.

Key Responsibilities:

1. Operational Support & Issue Resolution:

Ownership: Take end-to-end ownership of customer issues reported, ensuring timely resolution by coordinating with cross-functional teams (Technical Support, Delivery, and Product).

Product Assistance: Act as a guide for customers, providing information on product features and ensuring they understand how to use our tools and services effectively.

Self-Service Adoption: Drive customer adoption of our self-service portals, making it easier for them to do business with us.

2. Customer Onboarding & Lifecycle Management:

Onboarding Support: Assist the senior team in the customer onboarding process, ensuring alignment between Sales, Solutions, and Program Management.

MACD Management: Own the responsibility for Moves, Adds, Changes, and Deletes (MACD), including providing repricing, quotations, and documentation for small-scale changes.

Relationship Building: Develop and maintain strong operational relationships with customer stakeholders to enhance customer lifetime value.

3. Data Monitoring & Reporting:

Performance Tracking: Monitor customer health signals and track Service Level Agreements (SLAs) to ensure we are meeting all contractual obligations.

Governance: Prepare documentation and outcomes for customer governance meetings and service reviews.

Voice of the Customer: Collect and track customer feedback (NPS/CSAT) and help execute action plans to convert Neutral or Detractor customers into Loyalists.

4. Revenue Support (Farming Mindset):

Churn Mitigation: Assist in identifying potential churn risks and support the senior team in renewal strategies.

Lead Identification: Maintain a farming mindset by identifying potential cross-sell or up-sell opportunities during routine customer interactions and passing these leads to the Sales/Account Management teams.

Service Adoption: Monitor usage-based services to ensure customers are reaching their contracted aspirations and identify training needs where adoption is low.

Key Qualification & Experience:

0 to 2 years of professional experience in sales support, operations, business analysis, or a related field.

Fluent in English and Arabic. Turkish is preferred.

Proven ability to analyze complex data sets, traffic metrics, and KPIs, primarily using MS Office or similar reporting tools.

Strong interpersonal, written, and verbal communication skills.

Bachelor's degree in STEM with master's degree in management or operations is preferred.

Perks and benefits:

We offer a competitive salary and a comprehensive benefits package that includes:

• Family healthcare
• Attractive Bonus & Rewards program
• Flexible benefits program
• Mobile allowance & Business Travel Reimbursement
• Paid time off (including annual leave, medical leave, and other forms of leave)