Customer Success Manager

About Us

Exotel is a customer conversation platform that believes in the power of exceptional customer experience. Our omnichannel contact centre, Communication API suite, and Conversational AI come together to create a platform that delivers Connected Customer Conversations at unprecedented scale, speed, and ubiquity.

We believe that customer experience is not just a number, but a feeling. That's why we're dedicated to helping businesses engage with their customers with greater trust, personalisation, and empathy. With Exotel, you can listen to your customers, remember every conversation, and provide rich insights to create truly meaningful interactions.

Exotel is the emerging market's leading full-stack platform and virtual telecom operator. Our cloud-based product suite drives 70+ million conversations every day for over 7100 businesses across India, Southeast Asia, the Middle East, and Africa. And with our recent license to offer cost-effective end-to-end VoIP telephony services, we're proud to be a 100% compliant cloud calling operator.

About the role

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 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.

What do we look for?

• We're looking for someone with good technical knowledge, specifically in APIs and integrations. (Mandatory)
• You can get things done without friction, respond quickly when called on, and are super proactive.
• Previous experience in a Software/ Technical account management or a related customer success position (preferably SaaS platform,3-6 yrs)
• You have strong listening and sales skills.
• You pride yourself on establishing long-term relationships with customers.
• You enjoy doing demos and meeting everyone, from engineers to GMs and CXOs.

What will you do?

Help with the Platform

• Manage expectations and provide guidance. Hold product demonstrations for customers. 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 customers are tackling similar problems they face using CPaaS.
• Helping clients diagnose and troubleshoot basic technical issues.

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 month, 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.
• Respond to email/phone inquiries from internal and external clients. Escalating pain points to different teams. Communicate with clients in a professional, concise, and effective manner.
• Maintain accurate and timely information within the company CRM database.

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-selling.
• Collaborate on sales strategies and coordinate commercials and sales opportunities with Sales teams in an effort to drive Renewal Rate. Analyse customer data to improve customer experience.
• You're comfortable negotiating terms, pricing, and reviewing contracts. Managing the different facets of subscription renewal. A bridge between Accounts Receivable, Finance and Customers.