- The Customer Success Associate works closely with the CSM(Customer Success Managers) and Customer Happiness Team in maintaining and expanding relationships with SMB 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 CSA will be responsible for the improving revenue from existing SMBs (approx 2000+), customer retention 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 CSA will represent the entire range of company products and services to SMB customers, while leading the customer account planning cycle and ensuring SMB customers- needs and expectations are met by the company.

What you will do?

- 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.

- Experience working in a customer-facing role for less than 1.5 years

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