770 Broadway
New York,
NY
10003
US
Posted: 03/23/2023
2023-03-23
2023-04-24
Employment Type:
Contract
Job Category: Professional Services
Job Number: 552703
Is job remote?: Yes
Country: United States
Job Description
Account Manager II
Our client's Business Messaging Support team is building a new world-class enterprise support organization focused on the success of businesses leveraging their suite of Business Messaging products. They strive to deliver service excellence so businesses can thrive on their platforms in an open and connected world. Those who join these teams are very passionate about solving peoples issues, and are strong advocates for the broader suite of products.
They are looking for a passionate Scale Support Account Manager to develop both a deep and broad comprehension of their Business API. As a Scaled Support Account Manager in a growing globally distributed function you will play a crucial role in building programs that support and nurture several partners and customers. You measure yourself by the value you help these partners and customers create to become their strongest advocates. This role will own one to many customer engagement strategies for long-tail customers. The ideal candidate is someone who has serviced customers with high expectations using an enterprise product. This role will help to ensure Business Messaging support drives customer and partner growth, retention, and advocacy.
Location: 100% Remote - must be local to New York City
Pay Rate: Up to $40/hr depending on experience
Benefits: Health, Dental, Vision and 401K
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
Required:
- 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
- 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
- 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
- Ability to embrace the mindset of continuous improvement and actively contribute to processes that help scale the service
- Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action
Preferred:
- 2+ years of experience in working in scaled account management programs in mid-market or enterprise companies
- 1+ years of Project Management experience preferred, or commensurate certification
- Incident and Escalation management best practices
- Knowledge of Spanish/Portuguese and/or Brazilian Portuguese
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