Senior Customer Success Manager

Hello, Truecaller is calling you from Mumbai, India! Ready to pick up?

Our goal is to make communication smarter, safer, and more efficient, while building trust across the world. With our roots in Sweden and a global reach, we deliver smart services that create meaningful social impact. We are committed to protecting you from fraud, harassment, scam calls, and unwanted messages, so you can focus on the conversations that matter.

• Top 20 most downloaded apps globally, and world’s #1 caller ID and spam-blocking service for Android and iOS, with extensive AI capabilities, with more than 450 million active users per month.
• Founded in 2009, listed on Nasdaq OMX Stockholm and is categorized as a Large Cap. Our focus on innovation, operational excellence, sustainable growth, and collaboration has resulted in consistently high profitability and strong EBITDA margins.
• A team of 400 people from ~45 different nationalities spread across our headquarters in Stockholm and offices in Bangalore, Mumbai, Gurgaon and Tel Aviv with high ambitions.

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 customer engagement by enabling trusted and contextually relevant communication with their customers.

This is an exciting role for anyone looking to build a world-class product marketing charter that will pave the way for our overall positioning, discovery, authority, and, ultimately, demand. 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 bring in:

• 6 + years of professional experience.
• 3+ years of good track record of working with a high velocity Customer Success team.
• Good experience in the SaaS/ Software product domain .
• Strong collaboration and interpersonal skills that delight customers and inspire fellow team members.
• Ability to effectively interact with customers 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.
• Ability to work well with teams.
• A customer-oriented attitude who drives results and achieves high levels of customer satisfaction.
• Demonstrated 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.
• 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
• 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:

• Experience with cPaaS domain is a plus
• Exposure to technology driven business models.
• Good understanding of mobile and communication platform technologies.

Life at Truecaller - Behind the code:https://www.instagram.com/lifeattruecaller/

Sounds like your dream job?

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.

This position is based in Mumbai, India.

We only accept applications in English.

What we offer:

• A smart, talented and agile team: An international team where ~35 nationalities are working together in several locations and time zones with a learning, sharing and fun environment.
• A great compensation package: Competitive salary, 30 days of paid vacation, flexible working hours, private health insurance, parental leave, telephone bill reimbursement, Udemy membership to keep learning and improving and Wellness allowance.
• Great tech tools: Pick the computer and phone that you fancy the most within our budget ranges.
• Office life: We strongly believe in the in-person collaboration and follow an office-first approach while offering some flexibility. Enjoy your days with great colleagues with loads of good stuff to learn from, daily lunch and breakfast and a wide range of healthy snacks and beverages. In addition, every now and then check out the playroom for a fun break or join our exciting parties and or team activities such as Lab days, sports meetups etc. There something for everyone!

Come as you are:

Truecaller is diverse, equal and inclusive. We need a wide variety of backgrounds, perspectives, beliefs and experiences in order to keep building our great products. No matter where you are based, which language you speak, your accent, race, religion, color, nationality, gender, sexual orientation, age, marital status, etc. All those things make you who you are, and that’s why we would love to meet you.

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