Scaled Technical Support Account Manager

Salt is looking to hire Technical Support Manager (API) for a social media client for 12 months & renewable contract role. The ideal candidate is someone who has serviced customer with high expectations using an enterprise product. This role will help to ensure Business Messaging support drives customer and partner growth, retention and advocacy.

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 Technical Account Managers to review account health and proactively identify gaps in customer/product experience
• Maintain and report on 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

Qualifications:

• 3+ years of technical support experience delivering or 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
• 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

CEI No: R1659595 / EA No: 07C3147

Salt is acting as an Employment Business in relation to this vacancy.