About Us

Exotel is the emerging market's leading full-stack customer engagement platform and business-focused virtual telecom operator. Incorporated in 2011, Exotel's cloud-based product suite powers 50 million daily engagements across voice, video and messaging channels. Exotel powers unified customer engagement to over 6000 companies in 60+ countries, including India, SE Asia, the Middle East, and Africa.

Today, some of the fastest-growing companies in the emerging markets (Ola, Swiggy, Flipkart, GoJek, Byju's, Urban Company, HDFC Bank, Zomato, Oyo, etc.) manage their customer engagement with Exotel's suite of communication APIs, Ameyo's omnichannel contact centre (merger), and Cogno AI's conversational AI platform (acquisition) over the cloud. They're a $100 million Series D funded company with $60 million in ARR.

Position Overview:

The Account Director will be responsible for understanding and engaging with targeted companies in the Services Verticaldeveloping strategic approaches, and driving business growth through effective account management. They will be responsible for managing accounts like 1MG, Max Healthcare, Dr Lal Pathlabs, Times Internet, The Hindu, Unacademy etc. This role requires a deep understanding of industry trends, and business functions, and the ability to articulate the value proposition of Exotel solutions tailored to each client's needs.

Key Responsibilities and Activities (KRAs):

Industry Expertise:

• Gain a comprehensive understanding of targeted industries including market trends, key success factors, and strategic levers.
• Stay updated on industry developments, growth vectors, and key influencers.
• Identify and analyze business functions within target industries, focusing on customer-facing teams across the lifecycle.

Solutioning and Consultative Skills:

• Conduct large account discovery processes to identify business problems and align them with industry-specific challenges.
• Demonstrate a deep understanding of technologies relevant to software/SaaS, customer technology environments, and managed services.
• Articulate how Exotel solutions align with and enhance the technology landscape within targeted industries.

Account Management:

• Utilize prospecting skills to identify and qualify leads, building a comprehensive understanding through historical and market insights.
• Map customer organizations across various functions, engaging with key stakeholders and aligning Exotel offerings with their professional priorities and KPIs.
• Work closely with the Customer Success leadership and team to drive forward customer business goals, experience and build Exotel revenues.
• Navigate business priorities, organizational processes, and evaluation criteria to drive successful outcomes.

Business Approach:

• Manage revenue and commercial cycles, balancing immediate revenues with long-term goals such as order bookings, while achieving the targets defined for various KPIs.
• Understand business commercials and employ value/outcome-based approaches in deal structuring, including negotiations and contracts as needed.
• Utilize data-driven decision-making coupled with instincts to navigate ambiguity and complexity.

Stakeholder Management:

• Build and maintain industry-level connections, including engaging with CXOs through effective communication and value-driven interactions.
• Collaborate with internal stakeholders to drive business objectives, demonstrating resilience and problem-solving skills.

Key Performance Indicators (KPIs):

Industry Engagement:

• Depth of understanding demonstrated through industry trends analysis and strategic insights.
• Number of successful engagements with targeted industry stakeholders.

Solution Alignment:

• • Ability to align Exotel solutions with industry-specific challenges and technology landscapes.

  • The number of successful solution implementations or adaptations within targeted industries.

Account Growth:

• Number and value of qualified leads generated.
• Revenue growth from existing and new accounts within targeted industries.

Stakeholder Satisfaction:

• Customer satisfaction scores based on feedback and relationship management.
• Internal stakeholder feedback on collaboration and effectiveness.

Business Success:

• Meeting the revenue and gross profit targets, as defined for the year.
• Aligning the leading indicators along with the various cross-functional KPIs to achieve his / her business success.

Qualifications and Skills:

• Bachelor's degree in Engineering and Master's Degree in Business Management, or related field (Master's degree preferred).

• Proven experience in account management or business development, preferably in the software/SaaS industry.

• Strong analytical and problem-solving skills with a focus on driving results.

• Excellent communication and negotiation skills with the ability to engage with stakeholders at all levels.

• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

• Proficiency in data analysis tools and CRM software.

• Resilience and persistence in pursuing business objectives.

What are we looking for

1. Large Accounts: Understanding of large accounts, and how to navigate through them. Therefore, relationships (and the ability to build) across levels, and definitely at CXO levels.

2. Domain: Industry vertical knowledge, including trends, business KPIs across functions, and overall technology ecosystem.

3. Background: Has worked with large MNCs or India companies, and also comfortable with startup pace.

4. Technology: Very comfortable with technology, including being able to

a) link technology to business problems

b) understand customer deployments

c) articulate Exotel value to technology stakeholders within the customer

d) do demos, as needed.

5. Business and Commercial: Being able to structure large complex deals (commercially, legally, etc) and create a win-win for Exotel and the customer.

6. Personality: Gravitas, communications skills, adapting to customer stakeholder persona.