Job Description

Hello, Truecaller is calling you from Bangalore, India! Ready to pick up? Truecaller transformed how we communicate when we launched in 2009 in Stockholm, Sweden. Our mission is to build trust everywhere by making tomorrow\xe2\x80\x99s communication smarter, safer and more efficient. We focus on bringing smart services with big social impacts, like protecting people from fraud, harassment, and scam calls or messages. We identify new numbers from anywhere in the world and build a space for trustworthy conversations, for those that matter. Truecaller is loved by over 300 million people around the world and is growing very rapidly across regions. Who we are:

• The world\xe2\x80\x99s #1 caller ID and spam blocking service for Android and iOS.
• A team of +300 people from ~35 different nationalities, spread across our headquarters in Stockholm and offices in Bangalore, Mumbai, Gurgaon, Tel Aviv and Nairobi.
• Backed by some of the most prominent investors in the world such as Sequoia Capital, Atomico, and Kleiner Perkins Caufield & Byers.

The Enterprise Solutions Business Unit at Truecaller focuses on providing value to medium / large enterprises and startups by improving the way they communicate with their customers. Our brand identity management solutions help businesses achieve more by enhancing their presence on Truecaller as a Verified Business. We also help increase call-pickup-rates and message-response-rates by adding trust, context & safety to communication. Our team is a fantastic blend of young turks and industry veterans from the top tech companies globally and we count many of India\xe2\x80\x99s top enterprises and startups as our delighted customers. As part of our aggressive growth plans, we are looking for young, energetic and customer obsessed professionals to join our Customer Success function in the Go-To-Market organisation. As a 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 will you work on:

• Account servicing, task prioritising 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\xe2\x80\x99s 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\xe2\x80\x99s 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.

What we are looking for:

• 4-5 years of professional experience.
• 3+ years of good track record of working with a high velocity Customer Success team.
• Good experience in 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 use automation tools as part of the customer success life cycle.
• Must have excellent organisational skills, attention to detail and the ability to prioritise 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

It would be great if you also have:

• Exposure to technology driven business models.
• Good understanding of mobile and communication platform technologies.

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. We are excited to hear from you, don\xe2\x80\x99t hesitate to apply! This position is based in Bangalore, 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, excellent medical, accident and life-term insurance, Udemy membership to keep learning and improving, and flexible working hours.
• Great tech tools: We ensure that you have winning tech tools and resources to thrive and succeed in your role.
• Office life: Enjoy your days with a wide range of yummy snacks and beverages. As well, exciting company parties and team activities such as Football, Lab days, Running team, or Geek lunch!

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\xe2\x80\x99s why we would love to meet you.