- Daily Churn Review
- Conduct daily churn review with Field Sales and Customer Support/CSM teams.
- Ensure all cancellation/churn cases received through the designated cancellation process are captured and tracked.
- Churn Analysis & Retention
- Validate and establish the actual reason for churn/cancellation.
- Interact directly with Enterprise customers, Sales and CSM teams to understand customer concerns.
- For service-related churn, review relevant TT/ticket history, service performance and other available information to establish the RCA.
- Identify appropriate corrective actions and coordinate with Service Assurance/NOC/other teams to address customer concerns.
- Drive retention efforts and document the outcome for each case.
- Daily Churn Reporting
- Publish the daily churn report with:
- Customer/link details
- Actual churn reason
- RCA/findings
- Retention efforts made
- Current status and action plan
- Ensure the report is accurate, complete and circulated to relevant stakeholders within the defined timeline.
- End-to-End Case Ownership
- Own each retention case from receipt of cancellation request through final closure.
- Coordinate with Sales, CSM, Service Assurance, NOC and other teams wherever required.
- The role requires active ownership and driving of the case, rather than simply forwarding emails to other teams for investigation.
- Monthly Reporting & CN
- Ensure monthly CN is processed and approved within the defined timeline.
- Publish the monthly churn review report with reasons, RCA and retention efforts latest by the 15th of the following month.
- Prepare and share Net Add and Churn analysis reports in the prescribed format.
- Management Reporting
- Highlight high-value/multiple-link churn cases immediately to management along with churn reason, support required and retention efforts being made.
- Prepare management presentations and periodic analysis on churn trends, customer concerns and retention performance.
Candidate Profile
The candidate should ideally have:
- ISP/Telecom industry experience, preferably in Enterprise/B2B services.
- Basic technical understanding of an ISP/network environment and Enterprise connectivity services such as ILL, MPLS, P2P, SD-WAN, last-mile connectivity, etc.
- Ability to understand customer-reported technical issues and correlate them with TT/ticket history, outages, service performance and RCA.
- Good communication skills and confidence to directly interact with Enterprise customers, Sales teams and Customer Support/CSM teams.
- Ability to understand the customer's concern, identify the actual reason for churn and proactively drive retention actions.
- Strong hands-on working knowledge of MS Excel, including data tracking, analysis, reporting and preparation of management MIS.
- Good working knowledge of MS PowerPoint for preparing churn reviews, analysis and management presentations.
- Ability to work independently, follow up with multiple stakeholders and drive activities to closure.
- Strong ownership, analytical ability and disciplined follow-up.
Educational Qualification
Graduate in any discipline can be considered, provided the candidate has the required ISP/Telecom exposure, basic technical understanding and strong Excel/PowerPoint skills.
An engineering/technical qualification would be an advantage but should not be mandatory.
Key Attributes Required
The person should be a hands-on operator rather than a pure MIS/reporting resource. The role requires someone who can Understand, Analyse, Interact, Identify RCA, Drive Action, Attempt Retention, Report Closure.
Pay: ₹350,502.97 - ₹1,583,744.05 per year
Benefits:
Work Location: In person
