About the Role

As a Customer Success Manager at Exotel, you will play a pivotal role in ensuring the success and satisfaction of our customers, particularly within the GSIs/BPOs/Technology cluster. You will be responsible for driving retention revenue targets, identifying upsell/cross-sell opportunities, and fostering new logo sales. 

Additionally, you will collaborate closely with Account Directors to align with company goals and revenue objectives. This role demands a strategic mindset, strong technical acumen, and a deep understanding of customer needs in the communication technology sector.

• Good knowledge of all Exotel’s products and technical ability to perform the following tasks

• Understand the customer’s pain point in discovery calls

• Demo our product line (ECC, PF, Chatbot)

• Good understanding of our API ecosystem

• Understanding of internal systems and how all teams come together to solve business cases for customers

Key Responsibilities:

• Manage a portfolio of enterprise customers serving as their primary business point of contact with high-touch engagement throughout their CX journey 

• Develop and execute a 2-in-a-box strategy with Account Directors to maximize revenue and gross profit targets.

• Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which Exotel and it’s customers can achieve mutual success) 

• Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives

• Track and monitor adoption and facilitate renewal within assigned accounts. Put plans in place to avoid downsells, revenue erosion or non-renewal 

• Cultivate relationships with large GSIs/BPOs, marketing automation companies, CRM companies, and other IT/ITES enterprises.

• Act as a pre-sales expert and Technical Account Manager, facilitating technical conversations and ensuring smooth onboarding processes.

• Collaborate with sales teams throughout the sales cycle, from deal introduction to closure, ensuring seamless delivery and customer satisfaction.

• Proactively identify potential business leads for further business opportunities to support account growth, upsell and expansion.

• Stay abreast of AI-backed solution strategies to align with Exotel's futuristic product roadmap.

• Lead by example in a startup-like environment, demonstrating initiative and leadership in driving customer success initiatives.

• Leverage prior experience in similar organizations and knowledge of CPaaS, CCaaS, and Conversational AI products to enhance customer experiences.

• Serve as a strategic CSM, balancing customer-facing responsibilities with strategic planning and execution.
  

Qualifications:

• Bachelor's degree in a technology or a Business Administration related field.

• 2-5 years of experience in a technology-related field (preferably a SaaS industry), with a focus on customer success management and/or enterprise account management.

• Proven track record of managing and selling to large enterprise customers, preferably in the communication technology sector.

• Strong understanding of CPaaS, CCaaS, and Conversational AI products, with prior experience being a plus. 

• Extremely strong customer-facing skills, including the ability to present to C-level and build relationships 

• Leadership, interpersonal and communication profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers 

• Strategic mindset with the ability to identify and capitalize on business opportunities

• Demonstrated leadership abilities, with experience thriving in dynamic and fast-paced environments.

• Willingness to travel domestically as needed.