Senior Customer Success Manager

September 12, 2024

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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Plivo

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Plivo is a cloud communications platform that empowers businesses with a comprehensive suite of API-driven solutions for customer engagement and communication. It offers products such as SMS API, WhatsApp Business API, Voice API, Verify API, and more, enabling the integration of voice and messaging features within applications. Plivo supports businesses across various industries, providing local, mobile, and toll-free phone numbers, as well as SIP trunking for VoIP infrastructure. It is designed to enhance customer communication through reliable and scalable cloud solutions, and is trusted by thousands of businesses globally for simplifying and personalizing customer interactions.

Web 2.0 • Telephony 2.0 • Cloud Telephony • VoIP • SIP

201 - 500 employees

Founded 2011

📡 Telecommunications

☁️ SaaS

🔌 API

📋 Description

•Manage a portfolio of customers that represent a range of diverse backgrounds and maturity, from established global enterprises to SMBs •Be the voice of the customer within Plivo, identifying and communicating the key factors required for success •Serve as the single point of contact for all post-sale activities, which involves coordination between support, product management, and sales teams •Retain and grow revenue •Cultivate, nurture, and grow business relationships with multiple contacts at each customer •Prepare and deliver quarterly business reviews •Regularly review product usage data to identify and address potential issues proactively •Drive customer loyalty by creating a referenceable pool of customers •Maintain expertise on industry trends, best practices, and the competitive landscape

🎯 Requirements

•Relevant Bachelor’s degree or equivalent professional experience •7+ years of overall work experience •3+ years of experience in a customer success or related role at a high-tech or SaaS company •Exceptional communication and interpersonal skills •Self-starter with impeccable time management skills •Capable of engaging effectively with a wide range of stakeholders •People person who understands technology •Flexibility to start work early (i.e. no later than 8:00 AM CT) to collaborate with colleagues in India •Team player who can engage with other functions to deliver a better customer experience •Experience negotiating renewals and/or net-new contracts •Proven track record of taking ownership of tasks and driving to resolutions •Analytical, with the ability to interpret customer data and trends •Excellent written and spoken communication skills, listening skills, and presentation skills •Capable of working independently to develop relationships with customers and internal stakeholders

🏖️ Benefits

•Company-paid medical insurance •Health, vision, and 401K benefits •Ownership-driven culture •Generous vacation policy •Remote work setup