Customer Success Executive - Scaleups Team Job in Bengaluru at Exotel Techcom Pvt Ltd

Exotel is hiring for the role of Customer Success Executive - Scaleups Team!

Responsibilities of the Candidate:

• 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 for measuring 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-stakes 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 concerning 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 to drive Renewal Rate. Analyze 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 Receivables, Finance, and Customers.

Requirements:    

• 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 Software/ Technical account management or a related customer success position (preferably SaaS platform,1-3 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.