Senior Customer Success Manager

Senior Customer Success Manager

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.

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 career in Customer Success function focusing on international markets. This role is critical as we are looking at scaling up our businesses in various ROW markets. 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:

• 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

The impact you will create:

• 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

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.

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.