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Senior Customer Success Manager
Truecaller
posted 4mon ago
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Flexible timing
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Job Description
- This is an exciting role for anyone looking to build a world-class product marketing charter that will pave the way for our overall positioning, discovery, authority, and, ultimately, demand. The role involves working with multiple stakeholders and teams internally/externally.
- 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.
- 4+ years of good track record of working with a high velocity Customer Success team.
- Good experience in 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 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.
It would be great if you also have:
- Exposure to technology driven business models.
- Good understanding of mobile and communication platform technologies.
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.
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
Employment Type: Full Time, Permanent
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based on 21 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Truecaller Benefits
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Lab days Health & Wellness options Parental Love Flat hierarchy Work-life balance Pension and insurance
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