Customer Success (CPAAS)

Job Description

Customer Success (CPAAS) Gurgaon | Mumbai About the Role: We are seeking a highly motivated and experienced Client Service Manager to manage and grow our WhatsApp Business client relationships. The ideal candidate will act as a strategic partner, ensuring seamless service delivery, optimizing performance, and driving customer satisfaction. Key Responsibilities: Serve as the primary point of contact for clients using WhatsApp Business solutions. Develop strong relationships with clients, understanding their business needs and ensuring they maximize the value of WhatsApp Business offerings. Manage onboarding, implementation, and ongoing support for clients. Collaborate with internal teams (sales, technical, product) to ensure smooth service delivery. Monitor performance metrics and provide insights to improve client engagement and campaign effectiveness. Address client queries, troubleshoot issues, and escalate when necessary. Keep up with industry trends and updates to provide proactive solutions and recommendations. Identify opportunities to upsell or expand services based on client needs. Ensure compliance with WhatsApp Business policies and best practices. Requirements: Bachelor's degree in Business, Marketing, Communications, or a related field. 2+ years of experience in client service management, account management, or a related role, preferably in SaaS, digital marketing, or messaging solutions. Strong understanding of WhatsApp Business API and messaging platforms. Excellent communication, interpersonal, and problem-solving skills. Ability to manage multiple client relationships and projects simultaneously. Data-driven mindset with the ability to analyze performance metrics and derive insights. Proficiency in CRM tools, project management software, and Microsoft Office Suite. Experience working with cross-functional teams in a fast-paced environment. Preferred Qualifications: Experience in conversational marketing, CPaaS (Communication Platform as a Service), or enterprise messaging solutions. Knowledge of automation, chatbots, and customer engagement strategies. Familiarity with WhatsApp Business policies and compliance requirements. Why Netcore? Being first is in our nature. Netcore cloud is first and leading AI/ML-powered customer engagement and experience platform (CEE) that helps B2C brands increase engagement, conversions, revenue and retention. Our cutting-edge SaaS products enable personalized engagement across the entire customer journey and build amazing digital experiences for business of all sizes. Our CEE platform includes 6 products Customer Engagement, Email, Personalization, Product Experience, Customer Data platform (CDP) & Raman our AI engine. Netcore has a perfect combo of experience as well as an agile mind. We currently work with 5000+ enterprise brands across 18 countries and serve more than 70% Unicorns in India, making us among the top-rated customer engagement & experience platform. Headquartered in Mumbai, we have our global footprints across 10 countries worldwide including United States and Germany. Being certified as a Great Place to Work for three consecutive years only reinforces Netcores principle of being a people-centric company – where you will not be just an employee but a family member of the organization. A career at Netcore is more than just a job — it’s an opportunity to shape the future. For more information, please visit netcorecloud.com or follow us on LinkedIn. What’s in it for you? Immense growth, continuous learning and consult the top-notch brands Work with some of the most innovative brains Opportunity to explore your entrepreneurial mindset Open culture where your creative bug gets activated. If this sounds like a company you would like to be a part of, and a role you would thrive in, please don’t hold back from applying! We need your unique perspective for our continued innovation and success! So let’s converse! Our inquisitive nature is all keen to know more about you.