Senior Manager

Key Responsibilities Data Management & Insights Drive the collection, consolidation, and analysis of operational data to generate actionable insights for internal teams and customers. Lead MIS reporting and transform raw data into meaningful intelligence for monitoring, performance tracking, and strategic decision making. Leverage latest technologies and AI/ML tools to automate reporting, enhance data accuracy, and drive operational efficiency. Process Excellence & Cross Functional Collaboration Define and streamline operational and business processes while managing new initiatives that require close coordination across Sales, Customer Success, Product Management, Delivery, and other cross functional teams.

Identify bottlenecks, propose data backed solutions, and drive continuous process improvement using advanced analytics and automation. Performance Governance Provide regular performance reviews, dashboards, and financial/non financial reporting to support long term CST (Customer Success Transformation) objectives. Establish strong governance frameworks and ensure process adherence across regions through structured interlocks. Churn Analytics & Mitigation Lead end to end churn analysis, reporting, and governance.

Build standard use cases, predictive churn models, and mitigation strategies using data analytics and AI based insights. Drive regional alignments on churn mitigation and collaborate closely with CSM leadership to define the churn AOP and monitor strategy execution. Revenue Realization Work closely with CST teams to track SD WIP and on hold cases, ensuring timely revenue realization through structured governance and regional coordination.

Customer Segmentation & Business Rules Analyze the existing customer base and define business rules for service segmentation. Categorize accounts into appropriate service tiers using data driven methodologies and align service segmentation with Sales strategy teams. Customer Experience & Platform Enhancements Analyze customer feedback and internal stakeholder inputs to recommend improvements in portal features and UI/UX. Drive enhancements leveraging modern technologies, automation, and AI to improve customer experience and operational effectiveness.