About us

Exotel is one of Southeast Asia’s largest cloud telephony companies. We aim to change the way enterprises look at customer communication. We build the best-in-class communication products that power the companies of today and tomorrow. Our technology enables customer communication for our clients such as Uber, Ola, Go-Jek, Redbus, Flipkart, Quikr, Practo, Lazada, and Redmart, to name a few.

We are a young company with humble beginnings in 2011 that grew from a 3-member team to 150+ employees in 2018. Our technology has connected 85 million people, powered 1.2 billion customer calls, powered 3.2 billion voice API calls, and 3.2 billion business SMS. Read our 2018 growth story here.

About the Role

The  Customer Success  (Technical Account Manager) is responsible for maintaining and expanding relationships with enterprise clients in the Indonesian region. The  CSM is responsible for protecting recurring revenue targets, adoption of the use cases/product & being the voice of the customer to provide feedback to the internal teams. 

This position entails managing customers post-sales through launch and beyond. You’ll be the single point of contact for all their projects across teams, as well as being an escalation for any support-related issues. You’ll require a deep understanding of the platform we run and be able to communicate it effectively. Technical Account Management or Customer Success/ Consulting experience will help.

What will you 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, showing sample code, & spin-up demos with tools available.
• Handle tech-related queries during the onboarding period.
• Work closely with the customer’s tech team during the integration and scaling up. Ensure smooth scale-up.
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
• Consult and Identify common customer challenges to suggest better solutions.
• Generate leads and partner with Business Account Managers to help them drive growth.
• Partner closely with other cross-functional team (Customer Happiness, Product) members to translate business needs and product requirements into new solutions for customers.
• Adapt existing customer onboarding assets and work with product marketing to refine them over time.
• Help drive customer references and case studies.
• Onboarding new customers in order to ensure product adoption.
• Meets assigned targets for revenue retention, collections, and strategic objectives in assigned accounts
• Aggressively follow up with the accounts which are up for renewal and ensure minimum churn.
• Work closely with the product team to provide regular feedback to enhance & build new features.
• Handling client escalations by collaborating with customer happiness (and other internal) team (s).
  
  

You would be measured on:

• Logo retention ie 0% churn
• Protecting & growing the recurring revenue in terms of Gross Revenue Retention (GRR) & Net Revenue Retention (NRR)
• Feedback collected through NPS & CSAT surveys
• Generating leads and collaborating with business account managers to close it
• Drive customer references and case studies.

What do we look for?

• 2-5 years of relevant work experience in customer-facing customer success, account management, or strategic consulting organization. SaaS experiences a benefit
• Must be fluent in Bahasa & English
• Exposure working with Indonesian clients or emerging international geographies is good to have
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
• Strong interpersonal skills and experience building strong relationships
• 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
• Ability to prioritize, multi-task, and perform effectively under pressure
• Great attitude with the ability to foster a fun, productive working environment