Customer Success Executive

Tanla Platforms; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Tanla Platforms in Gurugram seeks an operations-focused professional to drive client onboarding, unblock blockers, and coordinate between solutioning, Meta, and internal teams for timely go-live and faster time-to-revenue.

You will manage cross-functional dependencies, document progress, and support Alpha/Beta testing with Meta. This role involves client calls, issue resolution, and proactive follow-ups to ensure successful deployments.

Qualifications

• Bachelor's degree in computer science, information technology, or management.
• 2–5 years of experience in CPaaS / messaging ecosystem.
• Hands-on working knowledge of messaging channels (WhatsApp, RCS) with API-based workflows.
• Ability to understand and troubleshoot API-related issues with technical teams.
• Strong client-facing communication skills and experience in troubleshooting/execution calls.
• Proven ability to work with cross-functional teams and drive tasks to closure.
• Strong follow-up, coordination, and stakeholder management skills.
• Proficiency with MS Excel, Word, and PowerPoint.
• Ability to manage multiple parallel workstreams in a fast-paced environment.

Responsibilities

• Support the WhatsApp solutioning team by driving operational execution required to unlock client onboarding and reduce time-to-revenue.
• Act as an execution bridge between solutioning, Meta, clients, and internal teams to remove operational blockers.
• Guide internal teams and clients through required steps for enabling different WhatsApp features.
• Coordinate with cross-functional teams to ensure dependencies are completed on time.
• Register deals and opportunities, create Statements of Work and follow up with stakeholders until closure
• Track action items across teams and ensure closure through structured follow-ups and escalations.
• Coordinate Alpha and Beta testing programs with Meta and support internal readiness.
• Join client-facing calls to troubleshoot issues, clarify requirements, and support clients during execution and go-live phases.
• Act as an operational point of contact for clients for issue resolution and timely updates.
• Follow up with clients and internal teams for pending approvals, configurations, and documentation.
• Support issue resolution by coordinating inputs from Meta, internal teams, and clients.
• Maintain clear trackers, status updates, and documentation to track the progress on each opportunity.

Skills

Client-facing communication

API troubleshooting

Cross-functional collaboration

Stakeholder management

Multi-stream coordination

Troubleshooting calls

Education

Bachelor's degree in CS/IT/Management

Tools

MS Excel

MS Word

PowerPoint

Job description

Job role:

This position focuses on driving operational execution and acting as a bridge between Meta, clients, solutioning, and internal teams to ensure timely go-live and faster time-to-revenue.

Job Responsibility & Description:

1. Support the WhatsApp solutioning team by driving operational execution required to unlock client onboarding and reduce time-to-revenue.
2. Act as an execution bridge between solutioning, Meta, clients, and internal teams to remove operational blockers.
3. Guide internal teams and clients through required steps for enabling different WhatsApp features.
4. Coordinate with cross-functional teams to ensure dependencies are completed on time.
5. Register deals and opportunities, create Statements of Work and follow up with stakeholders until closure
6. Track action items across teams and ensure closure through structured follow-ups and escalations.
7. Coordinate Alpha and Beta testing programs with Meta and support internal readiness.
8. Join client-facing calls to troubleshoot issues, clarify requirements, and support clients during execution and go-live phases.
9. Act as an operational point of contact for clients for issue resolution and timely updates.
10. Follow up with clients and internal teams for pending approvals, configurations, and documentation.
11. Support issue resolution by coordinating inputs from Meta, internal teams, and clients.
12. Maintain clear trackers, status updates, and documentation to track the progress on each opportunity.

Desired Candidate profile:

1. Bachelors degree in computer science, Information Technology, or Management
2. 2-5 years of experience in the CPaaS / messaging ecosystem.
3. Hands-on working knowledge of messaging channels such as WhatsApp and RCS, including API-based workflows.
4. Ability to understand and troubleshoot API-related issues in coordination with technical team.
5. Strong client-facing communication skills with experience joining troubleshooting and execution calls
6. Proven ability to work with cross-functional teams and drive tasks to closure
7. Strong follow-up, coordination, and stakeholder management skills
8. Good working knowledge of MS Excel, Word, and PowerPoint
9. Ability to manage multiple parallel workstreams in a fast-paced environment