Assistant Manager – Customer Success

About the role

The Assistant Manager – Customer Success will drive customer retention, churn mitigation and service adoption for Tata Communications’ India Prime portfolio. Reporting into the customer success function, the role combines account management, escalation handling and cross‑functional coordination to enhance the overall customer experience.

Key responsibilities

• Own the end‑to‑end customer lifecycle, from onboarding through ongoing engagement and service adoption.
• Collaborate with Professional Services, Product, Operations, Billing and Delivery teams to resolve business issues and ensure timely activation of services.
• Monitor and manage customer success metrics, ensuring commitments made during onboarding are realised.
• Gather customer feedback, translate it into feature requests and communicate product needs to internal teams.
• Handle customer requests (moves, adds, changes, deletes) and drive timely closure of risks, issues and escalations.
• Define and maintain an escalation matrix, educate customers on its use and track SLA performance.
• Prepare and deliver business and technical presentations and demos as required.

Required profile

• Bachelor’s degree (MBA or equivalent preferred).
• 7–12 years of enterprise sales or service management experience, preferably in the telecom or technology sector.
• Proven account management and sales experience with a track record of customer retention.
• Ability to gather and interpret customer business requirements and translate them into actionable plans.

Required skills