Senior Customer Success Manager Job in Exotel Techcom Pvt. Ltd

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 might be working with clients who are in different phases of the customer lifecycle and be responsible to improve the top-line of the company.

This position entails managing customers post-sales through launch and beyond. You ll be the single point of contact for all their projects across teams, as well as being an escalation for any support related issues. You ll 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.

Why should you join us?

• You want to be an enabler for business success with an appetite for steep learning.

• You are driven and like collaborating with other teams on a day to day basis and take pride in the team s success

• You like setting up processes and see every hurdle as a challenge that has to be aligned with the processes

• You enjoy solving problems and thrive for excellence.

• You enjoy the freedom and taking complete ownership of your work.

• You like working in a startup environment

What will you do?

Responsibilities in detail:

• We re 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.

Help with the Platform

• Manage expectations and provide guidance. For this, you ll work with both the business and engineering teams of the client s company helping them use our APIs and integrate.

• You ll also be responsible to measure 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 you re not daunted by managing risks in high stake 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 you re 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 you ve worked on in that quarter, discuss new ones and help them understand the value Exotel brings.

• Apart from this- you ll 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

• You re comfortable negotiating terms, pricing, and reviewing contracts.

What we look for?

• We need 2+ years of relevant work experience in customer success/account management.

• We look for excellent communication skills, ability to understand the product and propose solutions to clients.

• We need an individual with good team-building experience & having worked in startups.

• We look for excellent stakeholder management, planning & Analysis skills.

• We prefer candidates with experience in telecom, related protocols and product startups would be a plus.