Ticketing- Customer Success

2 weeks ago

Bengaluru, India Exotel Techcom Pvt Ltd Full time

**What you will do?**
- CSA has to be actively involved with the SMB customers as well as in establishing and

setting processes [automation] that help in building a faceless contact with these accounts.
- Onboarding new customers in-order to ensure product adoption.
- Meet assigned targets for Retention of SMB logos and revenue, Monthly Renewals, CSAT

and strategic objectives in SMB accounts
- Proactively assesses, clarifies, and validates customer needs on an ongoing basis via our

ticketing system. Ensuring to adhere to the SLAs stated.
- Aggressively follow up with the accounts which are up for renewal and ensure minimum

churn.
- Own the CS Operational tasks, day to day and long term.
- Play a vital role in identifying and qualifying the set of customers who can be the Key

accounts or the “Next big thing” for Exotel

**What we look for?**
- Good problem-solving skills and technical aptitude.
- Background working in a customer-facing environment and driving initiatives to improve

customer experience will be a great plus.
- Good communication and interpersonal skills. You must be passionate about delivering high

quality service to customers and initiate a conversation. Customer success folks are best

in sharing their past instances
- Ability to prioritize, multi-task, and think on your feet effectively under pressure.
- Prior experience using Freshdesk(or other Customer Ticketing Platforms) and/or Skills in

Excel would work additionally in your favour.
- Great attitude with the ability to foster a fun, productive working environment
- Bachelor degree in any field with a keen interest to learn new technologies.
- Experience working in a customer facing role for less than 1.5 years

**WHAT’S IN FOR YOU?**
- You get to communicate with the movers and shakers of India’s start-up ecosystem
- A driven, fun and diverse team to work with and learn from
- Flexible working Style and Freedom to Experiment
- Currently, you’ll be working from home. When office resumes, Complimentary breakfast,

lunch, fruits and Snacks
- Working 5 days a week

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