Our client is a Multitech Social Meida company. They are hiring a proactive and customer-focused Scaled Technical Account Specialist [Technical Client Support & Escalation Partner] to support a growing network of partners and clients.
This role blends technical troubleshooting, relationship management, and cross-functional collaboration to elevate the customer experience across a dynamic product ecosystem.
Role 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 100+ partners and direct clients
- Work closely with product and engineering teams to ensure high customer satisfaction
- Collaborate with other regional Scaled 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
- Work with the global Support team and XFN partners to improve efficiency and quality of Support processes and tools
- 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
- Ability to travel internationally as needed
Job Requirements:
- Bachelor's degree or 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 is desired
- Excellent communicator with the ability to simplify and clearly explain technical concepts to a non-tech savvy audience
- Demonstrated experience of excellent troubleshooting of customer and partner escalations in a ticket-based workflow while achieving SLA requirements and managing critical escalations.
- Should have good communication and stakeholder management skills
If you are keen on this exciting opportunity, kindly Apply Now.
.Referrals are greatly appreciated.
By sending us your personal data and curriculum vitae (CV), you are deemed to consent to Morgan Mckinley Pte Ltd and its affiliates to collect, use and disclose your personal data for the purposes set out in the Privacy Policy available at . You acknowledge that you have read, understood, and agree with the Privacy Policy.
Morgan McKinley Pte Ltd
Ramitha Ravindran
EA Licence No: 11C5502
EA Registration No. R1765539
