Exotel - Customer Success Manager - SaaS

- Exotel is a customer conversation platform that believes in the power of exceptional customer experience. Our omnichannel contact center, Communication API suite, and Conversational AI come together to create a platform that delivers Connected Customer Conversations at unprecedented scale, speed, and ubiquity. We believe that customer experience is not just a number, but a feeling. That's why we're dedicated to helping businesses engage with their customers with greater trust, personalization, and empathy

- With Exotel, you can listen to your customers, remember every conversation, and provide rich insights to create truly meaningful interactions. Exotel is the emerging market's leading full-stack platform and a virtual telecom operator. Our cloud-based product suite drives 70+ million conversations every day for over 7100 businesses across India, Southeast Asia, the Middle East, and Africa. And with our recent license to offer cost-effective end-to-end VoIP telephony services, we're proud to be a 100% compliant cloud calling operator.

- About the Role: As a Customer Success Manager in Scaleups Team at Exotel, you will play a pivotal role in ensuring the success and satisfaction of our clients, particularly those leveraging the Exotel platform.

- Working with some of the largest technology companies and startups, you will be responsible for managing customer relationships post-sales, guiding them through implementation, and driving value realization. This role offers a unique opportunity to engage with cutting-edge communication technology products in Voice, AI powered contact center solutions, Chatbots, Voicebots, WhatsApp and SMS. We have multiple positions open across experience levels (2-6 years) for this role.

Responsibilities:

- Technical Proficiency: Possess a solid technical background with a focus on APIs and integrations. Effectively communicate the features and capabilities of the Exotel platform to clients. Customer Engagement: 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. Project Management: Assist clients in planning, coordinating, and launching new solutions/projects. Manage a high volume of communication and effectively prioritize tasks based on urgency.

- Continuous Improvement: 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. Communication and Reporting: 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. Revenue Ownership: 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.

Cross-functional Collaboration: 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.

Qualifications and Skills: 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. Join us in shaping the future of customer success with innovative technologies at Exotel. Apply now to be part of a dynamic team dedicated to driving success for our clients through the power of the Exotel platform.