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The main Focus In this role, youll support a diverse portfolio of partners and clients using our Business Messaging API, driving customer success, retention, and advocacy. Youll manage one-to-many customer engagement strategies, act as a technical escalation point, and work closely with product and engineering teams to ensure exceptional customer satisfaction. This position is ideal for someone passionate about customer service and dedicated to scaling support processes within a global team.
Responsibilities:
Manage and engage with a portfolio of 100+ partners and clients, serving as an escalation point for technical issues
Collaborate with product, engineering, and client management teams to identify and resolve customer satisfaction and product experience gaps
Track customer account health metrics and proactively recommend improvements
Provide insights and recommendations to enhance support processes and advocate for customer needs
Requirements:
Minimum of 3 years of experience in technical support, customer success, or account management for enterprise-level applications
Knowledge of enterprise cloud solutions, including Single Sign-On, cloud service providers, and API integrations
Strong troubleshooting skills, with experience managing ticket-based workflows and meeting SLAs
Skilled in using operational metrics to prioritise actions and enhance support strategies
Exceptional communicator, capable of simplifying technical concepts for a broad audience
