About us

Exotel is one of Asia's largest customer communication platforms. We are on a mission to move enterprise customer communication to the cloud. In 2020, we powered over 4 billion calls and connected over 320 million people. We work with some of the most innovative companies such as Ola, Swiggy, Zerodha, Whitehat Jr, Practo, Flipkart, GoJek, etc. We also power customer communication for some of the top banks in the country. Join us on this journey to make a difference in how companies look at customer communication. Read our growth story here  

About the Role

The Technical Account Management Intern works closely with the CSM(Customer Success Managers) and Customer Happiness Team in maintaining and expanding relationships with  customers which are usually the startups and enterprises based out of India and Southeast Asia. These startups range from cab aggregators, ecommerce marketplaces to Banks and financial institutions.

A TAM-Intern will be responsible for the improving revenue from existing  customer  and other assigned account objectives. This is a breadth role and not a depth role. Hence the candidate has to manage a large portfolio of accounts. 

The TAM-Intern will represent the entire range of company products and services to  customers, while leading the customer account planning cycle and ensuring  customers needs and expectations are met by the company.

What you will do?

• Primary Point of contact for client tech teams interacting with Exotel for integration.

• Hand holding through APIs and call flow integrations.

• Showing live examples of integration, nuances of expected response type expected, showing sample code, & spin-up demos with tools available.

• Handle tech related queries during the on-boarding period.

• Work closely with the customer’s tech team during the integration and scaling up. Ensure smooth scale-up.

• Consult and Identify common customer challenges to suggest better solutions.

• CSA has to be actively involved with the SMB customers as well as in establishing and setting processes [automation] that help in building a faceless contact with these accounts.

• Onboarding new customers in-order to ensure product adoption. 

• Meet assigned targets for Retention of SMB logos and revenue, Monthly Renewals, CSAT and strategic objectives in SMB accounts

• Proactively assesses, clarifies, and validates customer needs on an ongoing basis via our ticketing system. Ensuring to adhere to the SLAs stated.

• Aggressively follow up with the accounts which are up for renewal and ensure minimum churn.

• Own the CS Operational tasks, day to day and long term. 

• Play a vital role in identifying and qualifying the set of customers who can be the Key accounts or the “Next big thing” for Exotel

What we look for?

• Good problem-solving skills and technical aptitude.

• Background working in a customer-facing environment and driving initiatives to improve customer experience will be a great plus.

• Good communication and interpersonal skills. You must be passionate about delivering high quality service to customers and initiate a conversation. Customer success folks are best in sharing their past instances  

• Ability to prioritize, multi-task, and think on your feet effectively under pressure.

• Prior experience using Freshdesk(or other Customer Ticketing Platforms) and/or Skills in Excel would work additionally in your favour. 

• Great attitude with the ability to foster a fun, productive working environment

• Bachelor degree in any field with a keen interest to learn new technologies.
  

WHAT’S IN FOR YOU?

• You get to communicate with the movers and shakers of India’s start-up ecosystem

• A driven, fun and diverse team to work with and learn from

• Flexible working Style and Freedom to Experiment

• Currently, you’ll be working from home. When office resumes, Complimentary breakfast, lunch, fruits and Snacks 

• Working 5 days a week