Senior Customer Success Manager Job In Exotel In India, Mumbai

About usExotel is the emerging market's leading full stack customer engagement platform and business-focused virtual telecom operator Exotel has also recently received a virtual telecom operator licence to offer cost-effective end-to-end VoIP telephony services, making the company a 100% compliant cloud calling operator Exotel was founded in 2011 and has an impressive cloud-based product suite that drives 70 million conversations every day for more than 6000 businesses in India, Southeast Asia, the Middle East, and Africa Today, the omnichannel contact centre, communication API suite, and conversational AI platform from Exotel help some of the fastest-growing businesses in emerging countries manage their customer engagement Some of the customers include MNC Group Indonesia, DHL Malaysia, Telekom Malaysia, Grab, Finmas, HDFC Bank, ICICI Bank, RBL, IDFC First bank, Swiggy, Zomato etc.

Exotel has $50 million ARR and a $100 million Series D funding round Exotel has won The ET StartUp Awards 2022 under the Comeback Kid category About the RoleLocation: Mumbai The Sr Customer Success Manager ( Sr CSM) is responsible for maintaining and expanding relationships with enterprise clients The Sr CSM is responsible for protecting recurring revenue targets, adoption of the use cases/product & being the voice of the customer to provide feedback to the internal teams The CSM represents the entire range of company products and services to assigned customers while leading the customer account planning cycle and ensuring assigned customers' needs and expectations are met by the company.

What will you do

• Empathize with every aspect of the customer experience, putting customers' needs first

• Guide and coach customers with proactive customer success processes

• Coach customers to be product experts and train their teams on best practices so they become increasingly self-sufficient

• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty

• Consult and Identify common customer challenges to suggest better solutions.
  
  

• Generate leads and partner with Business Account Managers to help them drive growth

• Partner closely with other cross-functional team (Support, Product, Delivery, Marketing) members to translate business needs and product requirements into new solutions for customers

• Adapt existing customer onboarding assets and work with product marketing to refine them over time

• Help drive customer references and case studies

• Onboarding new customers in-order to ensure product adoption.
  
  

• Meets assigned targets for revenue retention, collections, and strategic objectives in assigned accounts

• Aggressively follow up with the accounts which are up for renewal and ensure maximum revenue retention

• Work closely with the product team to provide regular feedback to enhance & build new features

• Handling client escalations by collaborating with customer happiness (and other internal) team (s)

• You would be measured on:

• Logo retention ie 0% churn

• Protecting & growing the recurring revenue in terms of Gross Revenue Retention (GRR) & Net Revenue Retention (NRR)

• Feedback collected through NPS & CSAT surveys

• Generating leads and collaborating with business account managers to close it

• Drive customer references and case studies

What are we looking for

• Ideal experience as CXM - 3-5 years Total relevant work experience - 5-8 years
• Experience in customer-facing customer success, account management, or strategic consulting organization.
  
  SaaS experience is a benefit
• Good negotiation and presentation skills
• Must be fluent in English
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
• Strong interpersonal skills and experience building strong relationships
• 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
• Ability to prioritize, multi-task, and perform effectively under pressure
• Great attitude with the ability to foster a fun, productive working environment

Exotel is looking for .

Exotel is looking for Any Graduate / Post Graduate profile candidates.