Director Customer Success

Job Description

Hello, Truecaller is calling you from Bangalore, India! Ready to pick up Truecaller transformed how we communicate when we launched in 2009 in Stockholm, Sweden.Our mission is to build trust everywhere by making tomorrow s communication smarter, safer and more efficient. We focus on bringing smart services with big social impacts, like protecting people from fraud, harassment, and scam calls or messages. We identify new numbers from anywhere in the world and build a space for trustworthy conversations, for those that matter. Truecaller is loved by over 350 million people around the world and is growing very rapidly across regions.Who we are:
• The world s #1 caller ID and spam blocking service for Android and iOS.
• A team of +400 people from ~35 different nationalities, spread across our headquarters in Stockholm and offices in Bangalore, Mumbai, Gurgaon, Tel Aviv and Nairobi.
• Listed in Nasdaq OMX, Large Cap.
The Enterprise GTM(Go- to- Market) unit at Truecaller for Business- the enterprise solutions business area at Truecaller focuses on providing value to large / medium enterprises and digital native/startups by improving the way they communicate with their customers. Our brand identity management solutions help businesses achieve more by enhancing their presence on Truecaller as a Verified Business. We also help in improving the user experience on calls for our customers by adding trust, context & safety to their call and message based communication. Our team is a fantastic blend of young turks and industry veterans from the top tech companies globally and we count many of India s top enterprises and startups as our delighted customers. As part of our aggressive growth plans, we are looking for young, energetic and customer obsessed professionals to join our Customer Success function in the Enterprise GTM(Go-To-Market) organization.As a Director-Customer Success, Truecaller for Business you will play a key role in building an efficient, scalable and velocity driven world class customer success function in the Enterprise Solutions Business Area at Truecaller. What do we expect from you
• 10+ years of professional experience.
• 4+ years of good track record of managing & scaling Customer Success function.
• Good experience in SaaS/ Software product domain.
• Strong management presence and leadership ability, with great communication and interpersonal skills that inspire and motivate teams.
• Ability to effectively interact with businesses of various sizes from a wide variety of sectors across their leadership and cross functional teams.
• Must have excellent organizational skills, attention to detail and the ability to prioritize in a changing environment.
• Excellent communication and negotiation skills.
• Ability to work well with cross functional teams across product, sales and marketing.
• A customer-oriented attitude who drives results & achieves high levels of customer satisfaction.
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, delegation and planning.
What will you work on :
• Lead, manage and coach a committed team of Customer Success Managers, developing individual skills, removing roadblocks, prioritizing tasks, negotiation and account management with sales.
• Responsible for building & nurturing relations with customers & key personnel across teams within customer companies.
• Develops and maintains customer relationships, ensuring that all assigned customer accounts are obtaining value and ultimately being responsible for overall customer satisfaction.
• Co-own with the Sales team to identify opportunities for sales upgrades and cross sells.
• Manage churn and retention across customers.
• Understand customer needs and demands. 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 by being responsible for operational metrics for team such as churn/ revenue management, retention, NPS(Net Promoter Score) and legal and financial compliances.
• Drive customer advocacy initiatives in collaboration with business marketing and account management teams.
• Closely monitor processes and performance trends, undertake scalable initiatives for continuous improvement, take corrective action as necessary.
• Coordinate with internal cross functional teams to ensure customer success offers a consistent and seamless service to a concurrent base of active customers.
• Design and implement efficient best practices and team structure to optimally support accounts of all sizes and touch points across focus markets.
It would be great if you also have:
• Exposure to technology driven business models.
• Good understanding of mobile technologies and communication platform technologies.
Life at Truecaller - Behind the code: https://www.instagram.com/lifeattruecaller/Sounds like your dream job We will fill the position as soon as we find the right candidate, so please send your application as soon as possible. We are excited to hear from you, don t hesitate to apply!This position is based in Bangalore, India.We only accept applications in English.What we offer:
• A smart, talented and agile team: An international team where ~35 nationalities are working together in several locations and time zones with a learning, sharing and fun environment.
• A great compensation package: Competitive salary, excellent medical, accident and life-term insurance, Udemy membership to keep learning and improving, and flexible working hours.
• Great tech tools: We ensure that you have winning tech tools and resources to thrive and succeed in your role.
• Office life: Enjoy your days with a wide range of yummy snacks and beverages. As well, exciting company parties and team activities such as Football, Lab days, Running team, or Geek lunch!
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.,

Keyskills :
brand identityuser experienceproblem solvingleadership skillscorrective actioncustomer advocacyaccount managementrevenue managementprocess developmentidentity management