Customer Success Manager Job in Bangalore at Exotel Techcom Pvt Ltd

Exotel is hiring for the role of Customer Success Manager!

Responsibilities of the Candidate:

• Possess a solid technical background with a focus on APIs and integrations.
• Effectively communicate the features and capabilities of the Exotel platform to clients.
• Serve as the primary point of contact for clients, managing relationships and ensuring customer satisfaction.
• Conduct product demonstrations, collaborating with both business and engineering teams to showcase the value of our APIs.
• Demonstrate a proactive approach in responding to client needs and resolving issues.
• Assist clients in planning, coordinating, and launching new solutions/projects.
• Manage a high volume of communication and effectively prioritize tasks based on urgency.
• Collaborate with clients to understand and address their unique challenges, offering insights based on successful use-cases.
• Provide guidance and support to help clients diagnose and troubleshoot technical issues.
• Conduct regular check-ins to ensure alignment on ongoing projects.
• Facilitate Quarterly Business Review (QBR) meetings to update clients on project success, discuss new opportunities, and showcase the value of Exotel.
• Strive to achieve or overachieve monthly and quarterly revenue targets.
• Collaborate with Sales teams on sales strategies, renewals, and upsell opportunities.
• Negotiate terms, pricing, and review contracts while managing the subscription renewal process.
• Act as a bridge between Accounts Receivables, Finance, and Customers, ensuring a smooth and transparent financial interaction.
• Escalate and communicate client pain points to relevant internal teams for resolution.

Requirements:

• 2-6 years of experience in Software/Technical Account Management or Customer Success, preferably in a SaaS environment.
• Strong technical knowledge, particularly in APIs and integrations.
• Excellent listening and sales skills with a focus on relationship-building.
• Proactive attitude, ability to manage multiple tasks, and thrive in high-stakes situations.
• Experience in negotiating terms, pricing, and reviewing contracts.
• Proficiency in maintaining accurate and timely information within CRM databases.