Head of Client Services

Tata Consultancy Services is an IT services, consulting and business solutions organization that delivers real results to global business, ensuring a level of certainty no other firm can match. TCS offers a consulting-led, integrated portfolio of IT, BPS, infrastructure, engineering and assurance services. This is delivered through its unique Global Network Delivery Model™, recognized as the benchmark of excellence in software development. A part of the Tata group, India’s largest industrial conglomerate, TCS has over 318,000 of the world’s best-trained consultants in 46 countries. The company generated consolidated revenues of US $13.4 billion for year ended March 31, 2014 and is listed on the National Stock Exchange and Bombay Stock Exchange in India
Present in the Nordic region since 1991, TCS has continuously invested in the market and has around 8,000 professionals working for in Sweden, Finland, Norway, Denmark, Iceland and across TCS’ Global Network Delivery Model™ (GNDM™). Since 2010, TCS has shown strong growth in the region, with significant increase in local hiring.
TCS has been rated as number one in customer satisfaction in the Nordics for five consecutive years (by KPMG and Whitelane Research). In 2015, the Top Employers Institute certified TCS as #1 Top Employer in Europe for HR practices, with Sweden, Norway and Denmark among the eight markets where TCS was number one.
We are looking for a Head of Client Services. Depending on actual business requirements travel within Nordic and abroad will be required from time to time.
TCS experience/knowledge is a merit
Key Responsibilities
Define segmentation of customer base and varying strategies to ensure customer success and margin optimization.
Provide customers with success blueprints, service plans and business roadmaps that outline their critical success factors, metrics for success, potential issues, as well as provide recommendations.
Define and optimize the customer lifecycle, map the customer journey, develop listening points in the journey and create standardized interventions for each point in journey.
Increase lifetime value of the Customer through greater advocacy and reference-ability; serving as a customer advocate in the evolution of ignio’s products and platform functionality integral to the customer's success.
Engage broadly across the Customer organization from management through to C-Level/Influencer as require.
Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services
Pro-actively assess the interactions with our top customers (product performance, depth and breadth of usage, Support experience
Meld Customer Support activity into a coherent customer success organization with the singular focus of delivering the very best customer experience.
Assisting the Industry teams with key escalations and, where required, the production of best practice blueprints for the portfolio of customers.
Keep operational metrics for team. Create cadence for review within team.
Contribute thought leadership and best practice, both internally and externally, around business transformation.
Assist in fostering collaboration within team and across customer lifecycle.
Working closely with Named Account Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments.
Managerial Responsibilities
Managerial and will have 6 associates reporting and a team of 65 associates
Key Skills
AI Consulting, Ignio certified across AIOPS, ERPOPS, DWS
Processing of Personal Information
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If you have any questions regarding this or the recruitment process, please don’t hesitate to contact us: sweden.careers@tcs.com
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