As a Senior Customer Success Manager, you will play a key role in building a scalable and velocity driven world class customer success function in the Enterprise Solutions Business Unit at Truecaller.
What you bring in:
- 6 + years of professional experience.
- 3+ years of good track record of working with a high velocity Customer Success team.
- Good experience in the SaaS/ Software product domain .
- Strong collaboration and interpersonal skills that delight customers and inspire fellow team members.
- Ability to effectively interact with customers of various sizes from a wide variety of sectors.
- Ability to map the organization for all relevant stakeholders, decision-makers, influencers and power users for deeper account penetration.
- Ability to use automation tools as part of the customer success life cycle.
- Must have excellent organizational skills, attention to detail and the ability to prioritize in a changing environment.
- Excellent communication and negotiation skills.
- Ability to work we'll with teams.
- A customer-oriented attitude who drives results and achieves high levels of customer satisfaction.
- Demonstrated operational excellence in analytical thinking, process compliance and improvement, problem solving and planning
The impact you will create:
- Account servicing, task prioritizing and taking effective measures to work on roadblocks if any.
- Responsible for building and nurturing relations with customers, key personnel within customer companies post sales cycle.
- Help customers on-board seamlessly on Truecaller s enterprise product with complete process compliance.
- Develops and maintains customer relationships, ensuring that all assigned customer accounts are obtaining value and being responsible for customer satisfaction.
- Good at understanding product feedback from customers and working with the product team for evaluation and action.
- Co-own with the Sales team to identify opportunities for sales upgrades and cross sells .
- Proactively manage churn across customers.
- Understand customer needs or demands and ensure customers are serviced in a timely manner.
- Conduct joint business reviews to ensure customers are satisfied with Truecaller s enterprise products and services.
- Measure effectiveness of client success for operational metrics such as churn/ revenue management, retention, NPS(Net Promoter Score) and legal and financial compliances
- Closely monitor processes and performance trends, undertake scalable initiatives for continuous improvement, take corrective action as necessary.
- Coordinate with internal cross functional teams to ensure customer success offers a consistent and seamless service to a concurrent base of active customers.
- Design and implement best practices and team structure to optimally support accounts of all sizes and touch points.
It would be great if you also have:
- Experience with cPaaS domain is a plus
- Exposure to technology driven business models.
- Good understanding of mobile and communication platform technologies.
What we offer:
- A smart, talented and agile team: An international team where 35 nationalities are working together in several locations and time zones with a learning, sharing and fun environment.
- A great compensation package: Competitive salary, 30 days of paid vacation, flexible working hours, private health insurance, parental leave, telephone bill reimbursement, Udemy membership to keep learning and improving and we'llness allowance.
- Great tech tools: Pick the computer and phone that you fancy the most within our budget ranges.
- Do it your way: We work in-office on Tuesdays, Wednesdays and Thursdays with flexibility on the other days.
- Office life: Enjoy your days with breakfast, lunch and a wide range of yummy snacks and beverages, and have fun at our playroom! As we'll, exciting company parties and team activities such as Lab days, Running team, Geek lunch
