Customer Success Manager-Retail

Job Description About us Exotel is one of Southeast Asia's largest cloud telephony companies. We aim to change the way enterprises look at customer communication. We build the best-in-class communication products that power the companies of today and tomorrow. Our technology enables customer communication for our clients such as Uber, Ola, Go-Jek, Redbus, Flipkart, Quikr, Practo,Lazada, and Redmart, to name a few. We are a young company with humble beginnings in 2011 that grew from a 3-member team to 150+ employees in 2018. Our technology has connected 85 million people, powered 1.2 billion customer calls, powered 3.2 billion voice API calls, and 3.2 billion business SMS. Read our 2018 growth story. 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 might be working with clients who are in different phases of the customer lifecycle and be responsible for improving 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. Key Responsibilities: Technical Proficiency: - Possess a solid technical background with a focus on APIs and integrations. - Effectively communicate the features and capabilities of the Exotel platform to clients. Revenue Ownership (Mandatory) - Strive to achieve or overachieve monthly and quarterly revenue targets. - Collaborate with Sales teams on sales strategies, renewals, and upsell opportunities. - Negotiate terms, pricing, and review contracts while managing the subscription renewal process. Customer Engagement: - Serve as the primary point of contact for clients, managing relationships and ensuring customer satisfaction. - Conduct product demonstrations, collaborating with both business and engineering teams to showcase the value of our APIs. - Demonstrate a proactive approach in responding to client needs and resolving issues. Project Management: - Assist clients in planning, coordinating, and launching new solutions/projects. - Manage a high volume of communication and effectively prioritize tasks based on urgency. Continuous Improvement: - Collaborate with clients to understand and address their unique challenges, offering insights based on successful use-cases. - Provide guidance and support to help clients diagnose and troubleshoot technical issues. Communication and Reporting: - Conduct regular check-ins to ensure alignment on ongoing projects. - Facilitate Quarterly Business Review (QBR) meetings to update clients on project success, discuss new opportunities, and showcase the value of Exotel Cross-functional Collaboration: - Act as a bridge between Accounts Receivables, Finance, and Customer Teams, ensuring a smooth and transparent financial interaction. - Escalate and communicate client pain points to relevant internal teams for resolution. Qualifications and Skills: - 2-6 years of experience in Software/Technical Account Management or Customer Success, preferably in a SaaS environment. - Strong technical knowledge, particularly in APIs and integrations. - Excellent listening and sales skills with a focus on relationship-building. - Proactive attitude, ability to manage multiple tasks, and thrive in high-stakes situations. - Experience in negotiating terms, pricing, and reviewing contracts. - Proficiency in maintaining accurate and timely information within CRM databases.