Customer Success Operations Manager

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

Our goal is to make communication smarter, safer, and more efficient, all while building trust everywhere. We're all about bringing you smart services with a big social impact, keeping you safe from fraud, harassment, scam calls or 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 ~35 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 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 Operations charter focusing on Customer Success. The role involves working with multiple stakeholders and teams internally/externally.

What you bring in:

• 7+years of Operations experience preferably in Customer Success in SaaS/ Software domain
• Good track record of working with a high velocity Customer Success Team, with close collaboration with Sales and Marketing Teams 
• Strong analytical, problem-solving, and process improvement skills
• Expertise in CS team training, onboarding, and playbook creation to improve process efficiency
• Expertise in building complex workflows on Excel / G-Suite
• Experience in data analysis to inform strategy and decision-making within CS

The impact you will create:

• Help customers on-board 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 co-ordinate 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 ad-hoc 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 at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
• Co-own 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 on-board 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, New-joiners, other team members
• Coordinate with internal cross functional teams to ensure customer success offers a consistent and seamless service to a concurrent base of active customers.

It would be great if you also have

• 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

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 Gurgaon, 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.