Senior Customer Success Operations Manager, Operations, Customer Success, SaaS, Truecaller, Bengaluru
Truecaller is looking for a Senior Customer Success Operations Manager in Bengaluru, India. This role involves managing operational tasks for the Customer Success team, ensuring effective onboarding, handling client queries, and improving processes related to Truecaller’s enterprise products.
| Job Description | Details |
|---|---|
| Company Name | Truecaller |
| Post Name | Senior Customer Success Operations Manager |
| Employment Type | Full-time |
| Job Location | Bengaluru, Karnataka, India |
| Expected CTC | INR 20,00,000 – INR 30,00,000 per annum |
| Vacancy | 1 |
| Starting Date of Online Application | August 20, 2024 |
| Last Date of Online Application | September 15, 2024 |
Company Overview: Truecaller Recruitment Drive:
Truecaller is a global leader in caller ID and spam-blocking services, boasting over 400 million active users. Founded in 2009 and listed on Nasdaq OMX Stockholm, Truecaller operates with a diverse team of 400 people from around 35 nationalities, focusing on innovation, operational excellence, and collaboration.
Role Overview: Truecaller Recruitment Drive:
As a Senior Customer Success Operations Manager, you will manage operational aspects for the Customer Success team, including handling client onboarding, addressing product and billing queries, and ensuring the smooth execution of various operational tasks related to Truecaller’s enterprise solutions.
Key Responsibilities: Truecaller Recruitment Drive:
- Account Servicing: Manage and prioritize tasks to address operational issues and roadblocks.
- Onboarding & Compliance: Facilitate seamless onboarding of customers and ensure process compliance.
- Client Queries: Address and resolve product, billing, and dashboard-related queries from clients, coordinating with the product team as needed.
- Operational tasks: handle tasks such as phone number management, feature launches, analytical reports, and billing management.
- Operational Planning: Develop plans for the adoption of new features and services at scale.
- Performance Metrics: Monitor and analyze key operational metrics, including churn, revenue management, retention, and NPS.
- Risk Management: Detect early signs of at-risk renewals and design playbooks for resolution.
- Sales Opportunities: Collaborate with CSM and Sales teams to identify and track opportunities for upgrades and cross-sells.
- Reporting: Provide regular reports on results, renewals, and upsell forecasts.
- Training & Documentation: Assist with onboarding new team members and create documentation for effective training.
Qualifications & Experience:
- Experience: 5+ years of professional experience, with a background in SaaS or software domains preferred.
- Skills: Strong operational skills, including analytical thinking, process improvement, and stakeholder management.
- Collaboration: Proven track record of working with high-velocity Customer Success operations and Sales/Operations enablement teams.
- Organizational Skills: Excellent organizational skills, attention to detail, and ability to prioritize tasks.
- Communication: Strong communication skills with the ability to collaborate effectively with multiple teams.
Additional Desired Skills Truecaller Recruitment Drive:
- Technology Exposure: familiarity with technology-driven business models.
- CRM Knowledge: Understanding of CRM systems like Salesforce and Zoho.
- Platform Knowledge: Knowledge of mobile and communication platform technologies.
What We Offer Truecaller Recruitment Drive:
- Compensation: competitive salary, 30 days of paid vacation, flexible working hours, private health insurance, parental leave, telephone bill reimbursement, Udemy membership, and wellness allowance.
- Tech Tools: Choose your preferred computer and phone within budget ranges.
- Work Environment: Hybrid work model with in-office days on Tuesdays, Wednesdays, and Thursdays and flexibility on other days.
- Office Life: Enjoy breakfast, lunch, snacks, and beverages, and participate in company parties and team activities.
- Culture: a diverse and inclusive environment with a focus on a wide variety of backgrounds, perspectives, and experiences.
FAQ: Truecaller Recruitment Drive
1. What is the role of the Senior Customer Success Operations Manager at Truecaller?
The role involves managing operational tasks for the Customer Success team, ensuring smooth onboarding, addressing client queries, and improving processes related to Truecaller’s enterprise products.
2. What are the key responsibilities of this position?
Responsibilities include managing account servicing tasks, onboarding, resolving client queries, handling operational tasks, monitoring performance metrics, and assisting with sales opportunities and reporting.
3. What qualifications are required for this role?
Candidates should have 5+ years of experience with a background in SaaS or software domains, strong operational and organizational skills, and effective communication abilities.
4. Where is the position located?
The position is based in Bengaluru, Karnataka, India.
5. What is the expected CTC for this role?
The expected CTC ranges from INR 20,00,000 to INR 30,00,000 per annum.
6. What should I include in my application?
Include your resume, cover letter, and any relevant documentation that demonstrates your experience and skills.
7. What is the application deadline?
The last date to apply is September 15, 2024.
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