Customer Success Manager

4 days ago

mumbai, India Phonon Communications Pvt Ltd Full time
Role: Customer Success Manager
Location: Mumbai
Company Description:
Phonon Communications Pvt Ltd is a pioneer in hosted telecom software technology. Our range of telecom applications includes click-to-call, inbound IVR systems, outbound dialer systems, virtual number services, SMS-to-call, and hosted PBXs which are used by leading enterprises in India. Our team focuses on developing innovative voice applications that support our robust hosted software application platform. We believe in the potential of automated voice and SMS services in the sales and customer service life-cycles of businesses.
Responsibilities:
Regularly engage with customer and deliver solutions for business requirements that can be solved by our product with a focus on revenue growth , timely collections and customer delight . This includes regular reviews, dashboards and analytics.
Upsell and cross sell: Create greater opportunities through case studies, use case manuals and customer testimonials. Find more customer mining opportunities.
Account Mining : Provide on-going customer support and trainings to users to ensure platform adoption from users. Mine customer for growth opportunities.
Solutions: Engage with customer to develop user requirements for systems in production, to ensure maximum usability in the form of BRD (Business Requirement) and FDD (Functional Design Documents) and confirm feasibility of solution. Discuss with internal Product team for any feasibility conversations to commit solution to customer.
Delivery through Flow Creation: Configure and use our flow designer to setup the automation workflows for voice and text based end-user interactions. Setup flow variables, MIS and Dashboards for operational control and business value delivery dashboards.
Project Control and Management: Manage on time and in-scope deployment of any customizations. required through the Product / Engineering teams. Coordinate with customers for any managing deliveries and customer deliverables.
Skills You will need to use:
Sales Solution skills including business value proposition, project management, client success and customer mining.
Knowledge of BFSI, including hands-on skills on Collections Management Processes and Digital Debt Recovery will be a definite plus.
Cloud and NLP Skills including AWS Business Practitioner equivalent skills, Google Cloud Text-to-Speech (including SSML), Speech-to-Text, NLP will be great to have.
Power User of Google Sheets including Google Script.
Other Soft-Skills including:
Numbers and revenue driven
Strong leadership skills
Excellent attitude and aptitude.
Strong verbal and written communication skills
Qualifications & Experience:
Total experience of 6-10 years.
Great to Have: an MBA or PMP certification.
Prior sales skills in Commercial Aviation, SMS, cloud telephony, Meta, TrueCaller sales will be a definite advantage.

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