Customer Success Manager - Ccaas / Cpaas Job
- Larsen & Toubro
- 10 to 14 Yrs
- Other Gujarat
- 2 months ago
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Job Description
- Job Title: Customer Success Manager (CPaaS & CCaaS) Mumbai Location: Mumbai, India Company: Phonon About Phonon: Phonon is a leader in CPaaS (Communications Platform as a Service) and CCaaS (Contact Center as a Service) solutions, serving the BFSI, Travel & Aviation sectors. With a mission to deliver tangible business results through seamless automation and intelligent digital communication, we empower businesses with cutting-edge solutions in voice, messaging, and AI-driven customer engagement. Role Overview: We are seeking an experienced Customer Success Manager to join our Mumbai office. The role is focused on building and maintaining strong client relationships, driving revenue growth, ensuring customer satisfaction, and overseeing seamless product adoption and onboarding. The ideal candidate will have prior experience in CPaaS and CCaaS, with a deep understanding of BFSI and Travel & Aviation industry needs. Key Responsibilities:Customer Engagement & Solution Delivery: Engage regularly with customers to understand business challenges and align Phonon's solutions for growth, revenue maximization, and customer delight. Conduct regular reviews, provide dashboards, and deliver analytics to enhance customer experience and insights. Ensure timely collections and revenue realization through effective customer relationship management. Business Development & Revenue Growth: Meet or exceed revenue targets by expanding existing accounts and acquiring new clients. Drive new business opportunities by following up on company-provided leads and converting them into long-term customers. Leverage data and analytics to mine customer opportunities, ensuring increased service adoption and account penetration. Client Relationships, Upselling & Cross-Selling: Build strong, long-term relationships with key decision-makers in client organizations. Identify expansion opportunities by engaging various divisions of client organizations and increasing the share of wallet. Proactively monitor customer health, anticipate risks, and implement strategies to reduce churn. New Business Onboarding: Lead pre-sales activities, including product demonstrations, requirement analysis, and solution design. Ensure a smooth customer onboarding and stabilization experience through structured documentation, expectation setting, and solution implementation. Pre-sales & Solutioning: Act as a subject matter expert on Phonon's platform, providing consultative sales support and solution recommendations. Analyze customer problems and propose functional solutions leveraging Phonon's existing product features. Conduct compelling product pitches, demonstrations, and training sessions. Work with internal teams to document platform customization requirements, project manage changes, and deliver customer-specific solutions. Prepare Bill of Quantities (BoQ), manage pricing negotiations, and close commercial deals effectively. Skills & Expertise Required:Technical & Sales Skills: Expertise in sales solutions, business value propositioning, project management, and customer success strategies. Knowledge of BFSI processes, particularly hands-on experience in Collections Management Processes and Digital Debt Recovery, will be an advantage. Cloud technology expertise, including AWS Business Practitioner-level understanding, Google Cloud Speech-to-Text, Text-to-Speech (SSML), and NLP capabilities, is highly desirable. Advanced proficiency in Google Sheets, including automation using Google Scripts. Soft Skills: Strong analytical, problem-solving, and negotiation skills. High revenue and numbers-driven approach. Excellent leadership, communication (verbal & written), and presentation skills. Strong business acumen and the ability to build long-term customer relationships. Qualifications & Experience: 10+ years of experience in customer success, business development, or sales roles in CPaaS, CCaaS, or cloud telephony. Experience in BFSI and Travel & Aviation domains preferred. MBA or PMP certification is a plus. Prior experience in Commercial Aviation, SMS, cloud telephony, Meta, or TrueCaller sales is highly desirable. Why Join Us Opportunity to work with cutting-edge CPaaS & CCaaS solutions in a high-growth industry. Drive impactful customer success strategies in BFSI and Travel & Aviation sectors. Competitive compensation and career growth opportunities. If you are passionate about customer success and revenue growth in CPaaS & CCaaS, apply today!,
Employement Category:
Employement Type: Full timeIndustry: BFSI
Role Category: Not Specified
Functional Area: Not Specified
Role/Responsibilies: Customer Success Manager - Ccaas / Cpaas Job
Contact Details:
Company: Phonon CommunicationsLocation(s): Other Gujarat
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Keyskills: Project Management AWS NLP Google Sheets Analytical Skills Negotiation Skills Leadership Skills Communication Skills Presentation Skills Business Acumen
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