At a glance
- Experience
- 3+ years experience
- Location
- Egypt
About the role
- This is an exciting role for anyone looking to build a world-class career in Customer Success function focusing on enterprise / legacy businesses.
- 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.
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.
Skills
- Salesforce
- Vitally
- Gainsight
