Senior Customer Success Manager

We at Truecaller for Business focus on providing value to large enterprise businesses, by improving how they communicate 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 world-class career in Customer Success function focusing on enterprise / legacy businesses. The role involves working with multiple stakeholders and teams internally/externally.

As a Senior Customer Success Manager, you will play a key role in building a scalable and velocity driven world class customer success function in the Enterprise Solutions Business Unit at Truecaller.

What you'll do:

• 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

What you bring in:

• 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
• Ability to speak and Understand Arabic

• Exposure to technology driven business models.
• Good understanding of CRM tools like Salesforce, CS platform like Vitally/Gainsight.
• Good understanding of mobile and communication platform technologies.

Sounds like a great opportunity?

We only accept applications in English.