This is a 12-months contract role.
Responsibilities:
- Serve as a point of escalation for partners and clients, coordinating customer calls and troubleshooting remotely where required.
- Manage and engage with a growing portfolio of partners and direct clients.
- Collaborate with product and engineering teams to ensure customer satisfaction and continuous improvements.
- Monitor, maintain, and report on customer account health and other key metrics.
- Ensure timely resolution of escalated Business Messaging API issues, while keeping customers informed.
- Partner with Client Managers and the Partnerships team to understand customer business priorities and technical environments.
- Collaborate with global Support teams and cross-functional stakeholders to improve efficiency, processes, and tools.
- Analyze support tickets to identify trends and propose improvements to the customer experience.
- Build strong working relationships with Product and Engineering teams, acting as the voice of the customer.
Requirements:
- 3 years of experience in technical support, customer success, or account management for enterprise applications.
- Knowledge of enterprise cloud software concepts (e.g., Single Sign-On), cloud service integrations (e.g., AWS), and APIs.
- Strong communication skills with the ability to explain technical concepts clearly to non-technical audiences.
- Analytical skills to accurately assess customer and partner needs at scale.
- Proven experience troubleshooting customer escalations in a ticket-based workflow, meeting SLA requirements, and managing critical escalations.
- 1+ years of project management experience or relevant certification (e.g., PMP, PRINCE2) will be good to have.
