Customer Success Manager
Customer Success Manager
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Job Description
About Us
Exotel is one of Asias largest customer communication platforms. We are on a mission to move enterprise customer communication to the 2020 we powered over 4 billion calls and connected over 320 million people. We work with some of the most innovative companies such as Ola Swiggy Zerodha Whitehat Jr Practo Flipkart GoJek etc. We also power customer communication for some of the top banks in the country. Join us on this journey to make a difference in how companies look at customer communication. Read our growth story here.
About the role
Enterprise Customer Success Manager will be working with some of the largest technology companies in India and SEA helping them get the most out of the Exotel platform. You will be working with clients who are in different phases of the customer lifecycle and be responsible to improve the top-line of the company.
Understanding and Implementation of APIs is mandatory for this role .Understanding of the cloud telephony or telco industry will be preferrable.
This position entails managing customers post-sales through launch and beyond. Youll be the single point of contact for all their projects across teams as well as being an escalation for any support related issues. Youll require a deep understanding of the platform we run and be able to communicate it effectively. Previous Enterprise Sales/ Technical Account Management or Customer Success/ Consulting experience will help.
What will you do
Help with the Platform
Manage expectations and provide guidance. For this youll work with both the business and engineering teams of the clients company helping them use our APIs and integrate. Youll also be responsible for measuring the success of the use cases/ projects that have been implemented.
Helping clients understand how other enterprise customers are tackling similar problems they face using CPaaS.
Planning Coordinating and Launching
You are comfortable with a high volume of communication and switching tasks based on priority and youre not daunted by managing risks in high-stakes situations.
See-through to the launch of new solutions/ projects while resolving issues that pop up with the help of our support team.
Regular check-ins
You are someone who is always on top of things and makes sure to get everyone on the same page with respect to the solutions/ projects youre working on.
We want you to have QBR meetings with the clients you handle to have them updated on the success of the projects that youve worked on in that quarter discuss new ones and help them understand the value Exotel brings.
Apart from this youll also keep the customers updated about core Exotel developments and features regularly.
Revenue Ownership
Make sure you strive to achieve/ over-achieve the targets set in terms of monthly/ quarterly revenue- both in terms of recurring revenue and revenue generation through upselling and cross-sell
Youre comfortable negotiating terms pricing and reviewing contracts.
What do we look for
Were looking for someone who can get things done without friction respond quickly when called on and who will be super proactive.
You pride yourself on establishing long-term relationships with customers.
You enjoy doing demos and meeting everyone from engineers to GMs and CXOs.
Required Experience:
Manager
Employment Type
Full-Time
