About us
Exotel is one of Southeast Asia’s largest cloud telephony companies. Our aim is 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, 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 calls. Read our 2018 growth story here.
About the Role
The Customer Success Manager ( CSM) is responsible for maintaining and expanding relationships with enterprise clients . The 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.
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.
What will you do?
Empathise with every aspect of the customer experience, putting customers’ needs first.
Guide and coach customers with proactive customer success processes.
Own revenue and Gross Profit (GP) across your portfolio
Drive retention while identifying opportunities to optimise costs and improve margins
Develop a robust understanding of customer use cases and align solutions accordingly
Should be able to handle API integrations
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 a