Commercial Operations Leader

Overview

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!

Overview

We are seeking a highly motivated and experienced leader to oversee and drive improvement across our commercial operations. The ideal candidate will have a proven track record in transforming business processes, managing customer relationships, driving long-term customer success, and leading high-performing teams in telecommunications or a similar industry.

Role Overview

At TNS, we deliver mission-critical connectivity and data solutions across payments, communications, and financial markets. As our Commercial Operations Leader for the Communications Market, you will drive process efficiency across all products from customer acquisition and onboarding through customer satisfaction and contract renewal. To accomplish this, you will evolve business processes by removing roadblocks, driving efficiencies, and introducing automation. You will also champion client satisfaction and retention across our telecom services portfolio.

You will lead a dynamic team, focused on service delivery management and customer satisfaction, reducing time and friction from “quote to cash”, and ultimately realizing maximum long-term value of our customer base. This position is critical to enabling the COM business to achieve its desired growth and profitability.

• Business Process Management and Development
  • Review, document and prioritize changes to business processes enabling more efficient Quote to Cash processing, new customer implementation and onboarding, customer renewal and retention, collections and other associated business processes.
  • Create, implement and manage a roadmap of planned business process changes coordinated across the COM business and other key internal stakeholders, ensuring effective processes are in place to support existing products, and continually evolving to meet new business demands.
  • Establish cross-functional relationships, trust, and partnership with Product, Development, Operations, Finance, Legal and Sales leadership to align best practices and adoption of global standards as appropriate.
• Quote to Cash Management
  • Manage the end to end Quote to Cash Process to ensure timely and accurate contract completion, customer vetting, service implementation, and order processing and preparation for invoicing and payment across our products
  • Manage a team that is coordinating with both the customer, vendors, and internal TNS resources during service implementations, project managing delivery timelines and deliverables, and ensuring that every service is deployed accurately and efficiently from order to cash.
  • Create metrics and provide periodic reports on timeliness and effectiveness of these processes
  • Define a revenue assurance process to ensure revenues and invoicing are accurate and align with expected rates and volumes
• Customer Success and Service Delivery Management
  • Oversee existing customer service and delivery management teams; ensuring continued strong customer support and delivery, and identifying further areas of improvement
  • Develop and manage customer success processes and proactively engage customers both during and post-implementation to ensure product understanding and adoption, leading to higher retention
  • Act as a trusted advisor to clients while effectively managing their post-sales experience through strong relationships and project management skills.
  • Measure and manage customer satisfaction and retention of current customers to ensure consistent future revenue. Participate in or directly manage customer Q ’s and other engagements.
  • Manage the contract renewal process in close coordination with the Product and Sales teams
  • Work with the Sales and Product teams to create expansion, cross-sell and up-sell opportunities
  • Create metrics and provide periodic reports on customer support and issue resolution, utilization of our solutions, customer retention, and other customer insights
  • Conduct product level training and coordinate technical support when required.
• Team Leadership
  • Oversee a dynamic, customer…