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Senior Client Experience Manager
2 weeks ago
Job Opportunity
We are seeking a highly skilled Client Engagement Specialist to play a pivotal role in ensuring the seamless onboarding of clients and maintaining their satisfaction.
Responsibilities- Customer Onboarding: Coordinate end-to-end client onboarding by gathering information and technical requirements, provisioning accounts, and ensuring internal coordination for a smooth customer experience.
- Traffic Monitoring: Track monthly traffic targets received from internal stakeholders, breaking them into weekly and daily targets to monitor and achieve targets.
- Telco Coordination: Coordinate with telecom operators and connectivity partners for additional capacities and resolve long-pending technical, commercial, or operational issues in a timely manner.
- Reports & Analytics: Publish daily performance reports of clients for review, routing deviations, and identify reasons for traffic growth or dip with the sales team for corrective action.
- Collaboration: Work closely with other departments, including development, sales, and quality assurance to ensure a seamless customer experience.
- Process Improvement: Identify opportunities for process improvement and contribute to enhancing the efficiency of the support team.
Requirements:
- Bachelor's/Master's degree in a relevant field.
- Hands-on experience/knowledge of CPaaS, A2P SMS, RCS with routing.
- Minimum 4+ years of experience in the job offered or in a related role.
- Knowledge in SQL, advanced Excel, and PowerPoint presentation.
- Customer Success & Business Operations experience.
- Excellent interpersonal, verbal, written communication skills and good customer handling capabilities.
- Passionate about working in a fast-paced environment.
