Senior Customer Success Manager operations Manager
Experience : 5 to 8 years
Budget: up to 24 Lpa
Notice: Immediate to 30 days
Location: Gurgaon (Also look at Bangalore and Mumbai if the candidate is good)
Our Clients Business focuses on providing value to large enterprise businesses by improving their communication with their customers. They leverage the power of the Truecaller platform to grow business for enterprise customers. This ranges from controlling their appearance on Truecaller as a verified business to increasing call efficiency and message response rates by enabling trusted and contextually relevant communication with their customers.
This is an exciting role for anyone looking to build a worldclass product marketing charter that will pave the way for our overall positioning discovery authority and demand. The role involves working with multiple stakeholders and teams internally/externally.
What you bring in:
5 years of professional experience. Experience in SaaS/ Software product domain is a plus
Good track record of working with a high velocity Customer Success operations Sales enablement team Operations enablement team.
Enjoys getting their hands dirty by digging into complex operations.
Takes high degree of ownership over their work.
Strong listening skills; open to input from other team members and departments.
Strong collaboration and interpersonal skills that delight and inspire fellow team members.
Organizational skills attention to detail and the ability to prioritize in a changing environment.
Good communication and stakeholder management skills.
Ability to work well with multiple teams tracks and get the work done
Operational excellence in analytical thinking process compliance and improvement problem solving and planning.
The impact you will create:
Account servicing task prioritizing and taking effective measures to work on roadblocks if any
Help customers onboard seamlessly on Truecaller s enterprise product with complete process compliance. Determine the timing and content of touch points for CSMs along the customer journey to drive optimal adoption and net promoter score.
Address all the Product / billing / dashboard related queries from the clients and coordinate with the Product team in case of tech issues reported by the clients.
Manage all the operational client related tasks assigned by the Customer Success. Managers. Tasks will include Phone number management New Feature launch Analytical reports billing & invoice management and other adhoc tasks as required.
Helping in building an operational plan for new feature/service adoption at scale.
Monitor Key Operational Metrics such as churn/ revenue management retention NPS(Net Promoter Score) legal and financial compliances.
Detect early signals of atrisk renewals design playbooks for CSMs to address them and provide path to escalation.
Coown with the CSM/Sales team to identify opportunities for sales upgrades and cross sells. Track all the leading indicators of upgrade/downgrade and analyze them.
Regular Reports on the past results and renewals and upsell forecasts e.g. through dashboards and presentations.
Help New Joiners in the Customer Success team onboard seamlessly on Truecaller s enterprise product tools used processes SLAs defined within the team.
Proactively prepare various documentations that helps in imparting effective training to the Clients Partners Newjoiners other team members.
Closely monitor processes and performance trends undertake scalable initiatives for continuous improvement 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 touch points.
It would be great if you also have
Exposure to technology driven business models.
Good understanding of CRM. salesforce CS platform and Zoho
Good understanding of mobile and communication platform technologies.
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Senior Customer Success Manager
