Our client is a leading Multi tech Social Media company. The role will help to ensure support, drive customer and partner growth, retention, and advocacy.
Job Responsibilities:
- Act as a point of escalation for long-tail partners and clients, coordinate customer calls and remote troubleshooting when required.
- Own and engage with a growing portfolio of partners and direct clients
- Work closely with product and engineering teams to ensure high customer satisfaction
- Collaborate with other regional Support Account Managers to review account health and proactively identify gaps in customer/product experience
- Maintain and report customer account health and other key metrics
- Ensure that escalated Business Messaging API issues are resolved timely and communicated to the customer meeting their expectations
- Work closely with the Client Managers and Partnerships team, comprehend the business priorities and technical environments of long-tail clients and partners, as well as develop close relationships with them.
- Analyze tickets and provide recommendations that improve the customer experience. Build relationships with Product and Engineering teams to improve the product and advocate for customer needs
Job Requirement:
- Bachelor's degree or equivalent with min 3+ years of technical support experience delivering/ enabling support for enterprise applications or being in customer success/account management
- Experience of enterprise cloud software and concepts (e.g. Single Sign On), integration with cloud service providers (e.g., AWS), and APIs
- Demonstrated experience of excellent troubleshooting of customer and partner escalations in a ticket based workflow while achieving SLA requirements and managing critical escalations
- Leverage tools and technology to deliver value to multiple accounts at once through one to many programs
- Excellent communicator with the ability to simplify and clearly explain technical concepts to a non-tech savvy audience
- Excellent analytical skills to accurately respond to customer and partner needs at scale
- Ability to build relationships and effectively leverage them to remove blockers and expedite work
- Good communication and stakeholder management skills.
If you are keen on this exciting opportunity, kindly ‘Apply Now’.
*Referrals are greatly appreciated*
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Ramitha Ravindran
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