Senior Customer Success Manager

Responsibilities

• Responsible for building and nurturing relations with customers, key personnel within customer companies post sales cycle.
• Help customers on-board 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 effectiveness of client success for operational metrics such as churn/ revenue management, retention, NPS(Net Promoter Score) and legal and financial compliances

Requirements

• 8+ years of professional experience.
• 3+ years of good track record of working with a high velocity Customer Success team.
• Must have 3+ years of working with clients in the global market.
• Good experience in the SaaS/ Software product domain.
• Have a consultative approach while helping customers onboard and use the product, ensuring they are able to derive substantial value from the platform.
• Ability to understand client’s business model and mode of operation so that the same is translated into relevant use cases
• Ability to effectively interact with customers of varied nationalities of various sizes from a wide variety of sectors.
• Ability to map the organization for all relevant stakeholders, decision-makers, influencers and power users for deeper account penetration.
• 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.
• Demonstrated operational excellence in analytical thinking, process compliance and improvement, problem solving and planning
• Good understanding of CRM tools like Salesforce, CS platform like Vitally/Gainsight.
• Good understanding of mobile and communication platform technologies.

What you bring in

Ability to speak and Understand Arabic

It would be great if you also have

Exposure to technology driven business models.

Come as you are

Truecaller is committed to building a diverse and inclusive team. We believe that a wide range of backgrounds, perspectives, and experiences strengthens our products and our culture. No matter where you're from, what language you speak, or how you identify, we value what makes you unique and would love to get to know you.

Sounds like a great opportunity?

• We will fill the position as soon as we find the right candidate, so please send your application as soon as possible. As part of the recruitment process, we will conduct a background check.
• We only accept applications in English.