Customer Success Manager Job in Bangalore at Truecaller

Truecaller is hiring for the role of Customer Success Manager!

Responsibilities of the Candidate:

• Account servicing, task prioritizing, and taking effective measures to work on roadblocks if any.
• Building and nurturing relations with customers, and key personnel within customer companies post-sales cycle.
• Help customers onboard seamlessly on Truecaller’s enterprise product with complete process compliance.
• Develops and maintains customer relationships, ensuring that all assigned customer accounts are obtaining value and being responsible for customer satisfaction.
• Good at understanding product feedback from customers and working with the product team for evaluation and action.
• Co-own with the Sales team to identify opportunities for sales upgrades and cross-sells.
• Proactively manage churn across customers.
• Understand customer needs or demands and ensure customers are serviced in a timely manner.
• Conduct joint business reviews to ensure customers are satisfied with Truecaller’s enterprise products and services.
• Measure the effectiveness of client success for operational metrics such as churn/ revenue management, retention, NPS(Net Promoter Score) and legal and financial compliances.
• Closely monitor processes and performance trends, undertake scalable initiatives for continuous improvement, and take corrective action as necessary.
• Coordinate with internal cross-functional teams to ensure customer success offers a consistent and seamless service to a concurrent base of active customers.
• Design and implement best practices and team structure to optimally support accounts of all sizes and touchpoints.

Requirements:

• 4-5 years of professional experience.
• 3+ years of good track record of working with a high velocity Customer Success team.
• Good experience in SaaS/ Software product domain.
• Strong collaboration and interpersonal skills that delight customers and inspire fellow team members.
• Ability to effectively interact with customers of various sizes from a wide variety of sectors. 
• Ability to use automation tools as part of the customer success life cycle.
• Must have excellent organizational skills, attention to detail and the ability to prioritize in a changing environment.
• Excellent communication and negotiation skills.
• Ability to work well with teams.
• A customer-oriented attitude who drives results and achieves high levels of customer satisfaction.
• Demonstrated operational excellence in analytical thinking, process compliance and improvement, problem solving and planning.