Customer Service Consultant - Voice Process Job at Telstra (Bengaluru)

Salesforce Service Cloud Senior Functional Consultant

The Salesforce Service Cloud Senior Functional Consultant role is highly collabo...

Location

Canada , Vancouver

Salary:

Not provided

Perfaware

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Business, Computer Science, Information Technology, or a related field
3+ years of experience as a Salesforce Functional Consultant or Administrator, with a focus on Service Cloud
Strong understanding of Salesforce Service Cloud features and best practices
Experience working with cross-functional teams, including Business Analysts, Product Managers, Architects, and Developers
Excellent problem-solving skills and ability to manage multiple priorities
Salesforce Certified Service Cloud Consultant certification preferred
Experience in global/large-scale Salesforce Service Cloud rollout from inception to post-go-live

Job Responsibility

Collaborate with Business Analysts to gather and analyze business requirements related to customer service processes
Work closely with Product Managers to translate business needs into detailed technical specifications and user stories
Design and prototype Salesforce Service Cloud solutions, including but not limited to: Case Management, Knowledge Management, Omni-Channel Support, Service Cloud Voice, Einstein AI & Analytics, Service Cloud Console
Coordinate with Development teams to ensure proper integration, customization, and automation within the Salesforce ecosystem
Facilitate workshops and training sessions to ensure smooth adoption and effective use of Service Cloud features across the organization
Conduct gap analysis and provide recommendations for process improvements and best practices in service delivery
Perform data migration, system configuration, and validation testing to ensure accuracy and completeness of implementation
Provide ongoing post-implementation support, troubleshooting, and optimization to enhance system performance and user satisfaction
Stay up-to-date with Salesforce Service Cloud releases and enhancements, ensuring the organization leverages the latest features and capabilities

What we offer

Complete and competitive benefits
Collaborative work environment
Competitive compensation
Generous work/life opportunities
Outstanding benefits package that includes paid time off plus holidays
Several rewards and recognition programs including billable bonus opportunities

Fulltime

Customer Success Manager

We are looking for an experienced Customer Success Manager to join our Post-Sale...

Location

United Kingdom , London

Salary:

Not provided

Highspot

Expiration Date

Until further notice

Requirements

Proven ability to consult with customers at all levels of seniority to understand their business goals and to craft and deliver plans to exceed customer expectations for value
3-5 years of consulting, services, customer success, or account management experience
Excellent communication skills (verbal, written, presentations) and the ability to synthesize and summarize complex problems for an executive audience both internally and externally
Strong collaboration skills to influence and gain alignment across internal and external stakeholders
Ability to thrive in ambiguous situations and is excited to create structure and process as we go for our largest customers
Prioritizes customer experience with a focus on customer satisfaction and retention
Believes profitable customer relationships are founded on respect and that growth and expansion come from cultivating relationships
Excited about the ways products can be used to accelerate business goals
Loves to learn about sophisticated technical products and to understand the intricacies of how they work
A teammate with a high level of integrity and a desire to assist your team

Job Responsibility

Customer Relationship Ownership: Serve as the face and voice of Highspot to customers in your portfolio
Deeply understand your customer’s needs, thoughtfully helping business leaders to find opportunities to expand value, our footprint and depth of engagement
Manage relationships with solution owners to drive product usage and engagement
Multi-thread to any stakeholder you need to engage across Enablement, Sales, Marketing, Operations, Finance, IT, and others at all levels
Strategic Account Planning: Collaborate with customers to develop a mutual value plan
Analyze your portfolio, identify risks and opportunities, and prioritize for impact
Collaborate with your Account Management partners in the event of renewal risk
You will be responsible for identifying expansion opportunities
Partner internally with Deployment Consultants, Technical Account Managers, Support, and Professional Services to optimize customer implementations and resolve technical challenges
Value Realization: Help customers realize the full value of the Highspot platform

What we offer

Competitive compensation including equity
Flexible Leave Balance
Holiday week off between Christmas and New Year
Private medical insurance for you and your dependents
4 x death in service benefit
Income protection insurance
Company social events throughout the year
Meaningfully contribute to a compelling vision
Quarterly Recharge Fridays (paid days off for mental health recharge)
Access to Coaches and Therapists through Modern Health

Fulltime

New

Director, Technology Account Management

The Technology Account Management (TAM) role in Turkey, focuses on external part...

Location

Türkiye , Istanbul

Salary:

Not provided

Mastercard

Expiration Date

January 22, 2026

Requirements

Strong customer consultative approach and relationship building skills
Ability to work effectively across all segments of Mastercard and customers’ organization
Extensive knowledge and demonstrable application of customer service principles and financial industry/banking operations and business practices
Ability to grasp technology details and translate them into solutions and/or to address business opportunities
Extensive knowledge of credit and debit card operations (issuing, acquiring, and processing) with emphasis on authorizations, clearing, settlement and fraud and risk management
Project management and implementation skills preferred
Technology and operations related skills required
Interpersonal and negotiation skills required
Ability to travel within and outside of the country for customer and other business meetings
Strong analytical/problem solving and planning skills

Job Responsibility

Engage Account Managers as part of Account Planning, coordinate and integrate annual and ad hoc business planning with customer and internal partners to prioritize strategic, mutually shared objectives
Build solid relationships with internal cross-functional partners, ensuring customer and market needs are being communicated and being met
Identify and deliver against customer and Mastercard corporate objectives, opportunities, and commitments
Lead customers through the transition from sale to implementation
clarify project scope and customer readiness to implement during project initiation and ensure internal stakeholders are clear on products/services implementation requirements with customers
Monitor post-implementation customer service quality, providing Voice of Customer feedback to improve quality
Provide Voice of Customer input into proposed product development initiatives, in addition to potential rule changes
Build, grow, and manage operational and technical relationships with Customers
Leverage market, customer, operational, technology expertise to provide key inputs into solution design of key initiatives and market level opportunities
Act as escalation point during implementation of customer implementation projects to ensure customers’ and Mastercard’s needs are met

Fulltime

!

Customer Experience Executive

Ciphr has an exciting opportunity for a Customer Experience Executive to join th...

Location

United Kingdom , Reading

Salary:

Not provided

Ciphr

Expiration Date

Until further notice

Requirements

Experience within the SaaS/HCM industry, with a proven track record of understanding products and services at an expert level
Evidence of deploying a customer focus approach with the ability to amplify the voice of the customer within the business
Able to resolve issues effectively, handle difficult conversations constructively, and remove obstacles for customers
Organisation skills to effectively prioritise multiple customer requests and communicate regular updates to the business and customer
Dedicated to delivering outstanding customer experiences, willing to go the extra mile
Experience of using CRM and ticketing systems effectively
Available to travel to offsite meetings and visit customers as required
The drive and determination to deliver the right resolution for both the company and the customer
Operating with high agency
willing to go above and beyond to remove blockers for the customer and provide expert service

Job Responsibility

Analyze customer needs, expectations, and perceptions through feedback, data, and market trends to shape customer experience strategies
Focus on increasing customer satisfaction, loyalty, and advocacy
Promote and drive cross-functional collaboration to streamline processes and enhance the customer experience
Build trusted customer relationships, addressing needs and challenges with tailored strategies or corrective action plans
Advocate for customers by amplifying their feedback and concerns within the organisation
Design and optimise customer journeys across channels by consulting internal and external stakeholders ensuring that our tone of voice and brand are represented effectively
Identify and act on opportunities for customers to gain more value, in collaboration with commercial teams
Facilitate customer skill development and product adoption through training, education, and enablement sessions
Supporting the planning and delivery of customer service and support projects, ensuring resources and project timelines are prioritised in line with customer needs and expectations
Model our values, brand and tone of voice to support a gold-standard customer experience and encourage the wider customer operations team to embed these at all customer touch points

What we offer

30 days annual leave plus bank holidays
Family National Trust Membership
Birthday day off
Religious holiday swap
Family forming support - e.g., time off for family forming appointments or to support your partner
Enhanced maternity and paternity leave
Work from Anywhere for 4 weeks per year
Volunteering days for 2 days per year
Cycle to work scheme
Pension

Fulltime

New

Customer Success Manager

As a Customer Success Manager, you will help customers achieve measurable busine...

Location

Tunisia , Tunis

Salary:

Not provided

Medius

Expiration Date

Until further notice

Requirements

1–3 years of experience in a customer-facing role such as Customer Success, Consulting, or a similar function
Experience working with accounts payable and/or spend management processes
Bachelor’s degree in Computer Science, Business Administration, or an equivalent field
Strong communication skills with the ability to understand customer needs and build trusted relationships
Solid understanding of business processes with a commercial mindset
Proven ability to identify customer pain points and uncover growth opportunities
Excellent analytical and problem-solving skills with a data-driven approach
Proactive, driven, and customer-focused
Experience with tools such as Salesforce, JIRA, Freshdesk, Power BI, and Microsoft Office is preferred
Fluent in English

Job Responsibility

Conduct Customer Business Reviews with low- and medium-tier accounts, translating customer data and process insights into clear business outcomes
Present new product functionality, roadmap updates, and high-level performance KPIs to customers
Proactively identify opportunities for additional modules or services and support the Account Management team in conversion and expansion efforts
Monitor customer health, identify at-risk accounts, and collaborate cross-functionally to develop and execute mitigation plans
Create and deliver self-service and TechTouch content, including FAQs, tutorials, webinars, and best-practice tips
Drive customer engagement through one-to-many communication and digital enablement strategies
Act as the voice of the customer internally, sharing insights to improve products, services, and customer success processes

What we offer

Great Team
Opportunity for Career & Professional Development
Collaborative and Meritocratic work culture
Supportive Leadership
Free snacks

AI Conversation Design Specialist

This role is focused on creating a Conversational AI-driven self-service experie...

Location

Munich; Berlin; Dublin

Salary:

Not provided

Personio SE & Co. KG

Expiration Date

Until further notice

Requirements

4–6 years of experience delivering AI Agents or chatbots (voice, chat, email, and messaging) preferably in SaaS, technology, or customer experience
German fluency highly preferred
Hands-on experience with chatbots / AI copilots such as Intercom Fin, Decagon, MavenAGI, Ada, Forethought or equivalent
Familiarity with APIs, comfortable occasionally writing snippets of code to bring in data from other systems into Intercom Fin
Strong understanding of AI/ML concepts, natural language processing, and customer support technologies (e.g., chatbots, virtual assistants)
Experience working with data analytics tools and interpreting model performance metrics
Demonstrated ability to translate business needs and customer pain points into technical requirements for AI solutions
Experience collaborating with Product, Engineering, Data, Systems, Customer Support, and Professional Services teams
Knowledge of customer experience metrics (CSAT, NPS, etc.) and best practices in B2B SaaS
Strong project management skills, including Agile or similar methodologies

Job Responsibility

Self-Service and Productivity Outcomes: Drive contact volume reduction and self-service by implementing solutions for top contact drivers, as well as driving Support Agent productivity and handling time through improvements to co-pilots
AI Conversation Automation: Develop AI automated workflows / agent operating procedures, run batch tests, configure personalized answers, and reverse engineer unresolved conversations
Conversation Design: Architect natural, useful interactions between customers and AI chatbots. Design the flow and logic of conversations for the chatbots, partnering with subject-matter experts. You tune and design bot conversations —flows, intents/tagging, prompts/responses, fallback logic— to cut hallucinations, misroutes, and unnecessary handoffs
AI Service Journey Design: Define and govern AI↔human and AI↔AI handoffs (confidence thresholds, triggers, routing rules), ensuring brand voice, privacy, and responsible-AI standards, building a deep knowledge of our customer journeys and user stories to anticipate and design for different scenarios
Data Integration: bring data from 3rd party systems and our own product into Intercom Fin to improve AI conversation effectiveness
Performance Monitoring and Improvement: Track key metrics (e.g., self-serve resolutions, monthly active users, deflection rates, resolution time, customer experience score, NPS) to evaluate AI impact, identify gaps, and implement improvements
AI Solution Delivery: Lead the implementation of AI-powered tools (e.g., chatbots, copilots, virtual assistants) that address common customer pain points and streamline support and professional services processes, and partner with Engineering and Systems on integrations and fixes
Cross-Functional Collaboration: Work closely with Product, Engineering, Customer Experience, Data and Systems teams to ensure AI solutions are aligned with customer needs and business objectives, and that we integrate seamlessly with the Personio Assistant and internal support tooling
Continuous Quality Improvement: Oversee the ongoing quality fine-tuning of AI tools using real customer data and feedback to improve routing, accuracy, relevance, and customer satisfaction. You approach with a product mindset, anticipating edge cases and interaction effects, and regression test as new changes are introduced. You monitor bot/service health, triage incidents and misroutes, and coordinate rapid fixes and postmortems as needed
Change Management: Champion the adoption of AI tools within customer-facing teams, supporting the development of training materials and enablement sessions dedicated to developing AI proficiency within CX

What we offer

Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity
Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years
Make an impact on the environment and society with 1 (fully paid) Impact Day
Receive generous family leave, child support, mental health support, and sabbatical opportunities
We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch
20 Flex Days per year to work remotely from other locations

Fulltime

Senior Director, Enterprise Customer Success

As the Regional Vice President, North America Customer Success, you will lead a ...

Location

Canada , Toronto

Salary:

192000.00 - 264000.00 CAD / Year

PagerDuty

Expiration Date

Until further notice

Requirements

Ability to communicate and effectively present (verbally/in writing) coaching plans, strategic plans for your business, problem solving and decision making situations
proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills
experience building plays and associated playbooks using Customer Success technologies such as Gainsight to measure impact and effectiveness
understand and can apply Customer Journey frameworks to CSM tasks and responsibilities
minimum of 10 years experience with a combination of working in a consulting firm running a team of senior consultants, and leading services or success organizations in a SaaS company
a four year degree or equivalent
demonstrated ability to manage customer accounts in conjunction with sales organizations
exceptional leader of high integrity, intellect, and character who can set a clear vision for the group and plan, hire, manage, and inspire teams to achieve extraordinary results consistently quarter over quarter.

Job Responsibility

Proactively engage with customers to understand their needs, address challenges, and ensure they are achieving desired outcomes with the company's products or services
serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon
develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth
uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises
lead, mentor, and develop a high-performing customer success organization, providing guidance, coaching, and performance management
build and sustain a team of high performing leaders who embody our values, establish trusted advisor relationships and focus on making every customer successful
key metrics for this role are: gross revenue retention, net revenue retention, executive engagement, adoption, professional services, support and PagerDuty University
drive customer retention and expansion by identifying opportunities for upselling, cross-selling, and building strong customer relationships
monitor key customer success metrics, identify trends, and use data to inform decision-making and improve processes
establish a rhythm of the business that is consistent and predictable in running the business activities and change the business projects

What we offer

Competitive salary
comprehensive benefits package from day one
flexible work arrangements
company equity
ESPP (Employee Stock Purchase Program)
retirement or pension plan
generous paid vacation time
paid holidays and sick leave
Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent

Fulltime

Senior Director, Enterprise Customer Success

PagerDuty is a global leader in digital operations management, enabling customer...

Location

United States , Atlanta

Salary:

180000.00 - 275000.00 USD / Year

PagerDuty

Expiration Date

Until further notice

Requirements

Ability to communicate and effectively present (verbally/in writing) coaching plans, strategic plans for your business, problem solving and decision making situations
Take on new challenges and the ability to work through uncertainty
Proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills
Experience building plays and associated playbooks using Customer Success technologies such as Gainsight to measure impact and effectiveness
Understand and can apply Customer Journey frameworks to CSM tasks and responsibilities
Minimum of 10 years experience with a combination of working in a consulting firm running a team of senior consultants, and leading services or success organizations in a SaaS company
A four year degree or equivalent
Demonstrated ability to manage customer accounts in conjunction with sales organizations
Consistently delivering against targets
reduce churn and downgrades, produce accurate forecasts, while maintaining a focus on cost to serve

Job Responsibility

Proactively engage with customers to understand their needs, address challenges, and ensure they are achieving desired outcomes with the company's products or services
Serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon
Develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth
Uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises
Understand and ability to articulate Operations Cloud value proposition and how PagerDuty helps corporations revolutionize their digital operations
Lead, mentor, and develop a high-performing customer success organization, providing guidance, coaching, and performance management
Build and sustain a team of high performing leaders (Success Managers and Directors) who embody our values, establish trusted advisor relationships and focus on making every customer successful
Instill operational rigor and consistency, as appropriate, to define and refine success manager engagement strategies, account management, and programs at scale
Drive customer retention and expansion by identifying opportunities for upselling, cross-selling, and building strong customer relationships
Forecast renewals by working cross functionally with sales, renewals and operations

What we offer

Competitive salary
Comprehensive benefits package from day one
Flexible work arrangements
Company equity
ESPP (Employee Stock Purchase Program)
Retirement or pension plan
Generous paid vacation time
Paid holidays and sick leave
Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent

Fulltime

Customer Service Consultant - Voice Process

Telstra

Location:
India , Bengaluru

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
January 15, 2026

Expiration:
February 12, 2026

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Location:India , Bengaluru

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Job Description:

Job Responsibility:

Requirements:

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