Company Overview
Waybeo is a leading Telecom-IT intelligence company that empowers enterprises with advanced call tracking, voice analytics, and ad-driven customer engagement solutions. Built on a scalable cloud infrastructure with AI-powered insights and real-time reporting, Waybeo enables businesses to optimize marketing performance, enhance customer experience, and drive measurable revenue growth through intelligent communication data. Waybeo serves over 22,000 enterprise locations across India and supports 56+ large enterprise clients spanning automotive, finance, retail, and telecom sectors.
Waybeo is backed by Bharti Airtel and is part of the CareStack group, a global cloud-based healthcare technology company. Being part of CareStack strengthens Waybeo's technological foundation, innovation capabilities, and enterprise-grade solution delivery.
Role Overview
At Waybeo, we blend Telecom expertise and IT innovation integrating with CRM, campaign systems, and enterprise platforms to provide robust, scalable, and customizable intelligence that drives measurable business impact. As a Customer Success Associate, you will act as a key Point of Contact and managers for assigned enterprise accounts, ensuring smooth onboarding, technical alignment, and ongoing value realization from our telecom/IT solutions. You will collaborate closely with technical, sales, and support teams to ensure service excellence and client satisfaction.
Key Responsibilities
- Serve as the primary Point of Contact (POC) for assigned customer accounts, ensuring consistent engagement and satisfaction.
- Gather customer requirements, communicate business needs in and coordinate effectively with technical teams and managers.
- Provide appropriate solutions aligned with customer requirements, ensuring timely acknowledgment, follow-ups, and closure.
- Build strong, long-term relationships with customers and act as a trusted advisor for their telecom/IT needs.
- Collaborate with internal teams including Network Operations, Technical, Product, Sales, and Support to resolve issues and ensure compliance.
- Track customer feedback, manage escalations proactively, and ensure timely resolution with a strong focus on customer advocacy.
- Maintain accurate and updated customer records, engagement history, and renewal forecasts in CRM systems.
- Conduct periodic business reviews, present performance reports, and discuss optimization opportunities.
- Document all client interactions, requirements, and resolutions within CRM and internal ticketing systems.
- Stay updated on competitor offerings and emerging telecom/IT technologies to provide strategic guidance to customers.
Requirements & Preferred Skills
- Strong written and verbal communication skills in English and Hindi.
- Experience handling enterprise clients as a Point of Contact (POC) with solid account management knowledge.
- Basic knowledge of cloud platforms, SaaS environments, CRM integrations, API workflows, and marketing automation tools.
- Proficiency in MS Excel (data analysis, pivot tables, reporting, dashboards) and MS Office.
- Experience working with CRM and ticketing tools like Jira, confluence
- Ability to interpret call analytics, campaign performance data, and customer behavior insights.
- Strong problem-solving, analytical, and documentation skills with high attention to detail.
- Ability to manage multiple enterprise accounts and coordinate with cross-functional teams (Tech, Product, Sales, Support).
- Adaptable and willing to learn in a fast-paced Telecom/IT environment.
Qualifications
- 23 years of experience in Customer Success / Account Management
- Any graduation, an MBA will be an added advantage
