
Lead Customer Services
3 days ago
Role Summary
The ideal candidate is a technically savvy professional with a strong grasp of CPaaS integrations and a passion for client success. They will lead onboarding, foster long-term relationships, and serve as the main point of contact to ensure customers derive maximum value from the platform.
Duties And Responsibilities
- Guide customers through the onboarding process, including API integration and platform setup along with support from Tech Team.
- Ensure a smooth transition from sales to active usage of the CPaaS platform.
- Provide training sessions on the platform's features, tools, and best practices.
- Create knowledge base resources (e.g., guides, tutorials) to help customers use the platform efficiently.
- Regularly check in with customers to understand their goals and challenges.
- Provide personalized recommendations to enhance their communication strategies.
- Act as the primary point of contact for issue resolution, coordinating with technical teams when needed.
- Monitor escalations to ensure timely problem solving.
- Build strong relationships with key stakeholders to foster trust and loyalty.
- Advocate for customer needs internally, influencing product roadmaps and feature development.
- Monitor account health through metrics like usage trends and engagement levels.
- Proactively address risks of churn by resolving customer pain points.
- Provide customers with performance reports, showcasing the impact of the CPaaS platform on their business.
- Use data insights to recommend strategies for improvement.
- Gather customer feedback to improve the platform and address gaps in services.
- Collaborate with product teams to ensure customer requirements are prioritized.
- Act as a liaison between customers and internal departments including finance, technical teams and external stakeholders such as telecom operators.
- Strong technical understanding of CPaaS APIs and integration.
- Excellent communication and relationship management skills.
- Analytical skills to interpret data and identify trends.
- Problem-solving abilities to address customer challenges effectively.
Corporate Office, I-9/3, Islamabad
No. of position: 1
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