Support Account Manager

Summary

Join our team as a talented Support Account Manager, supporting our largest clients and reporting to the Strategic Account Support Manager. You will ensure strategic customers receive industry-leading customer experiences by managing support tickets, projects, and collaborating with cross-functional teams. This role requires 3-5 years of experience working with large clients. You will perform various tasks, work with a virtual team, and maintain high customer experience (CX). A self-starter with minimal supervision needed, thriving in a fast-paced environment is essential. You will be part of a customer-facing team, delivering best-in-class service and driving high customer satisfaction.

Requirements

• Proven work experience a must with large multi national clients
• Bachelor's Degree in appropriate field of study or equivalent work experience
• Excellent client-facing and internal communication skills
• Excellent written and verbal communication skills
• Solid organizational skills including attention to detail and multitasking skills
• Strong sense of personal accountability regarding decision-making
• Strong sense of ‘Customer First’ mentality
• Excellent time management and organizational skills and experience establishing guidelines for others in these areas
• Experience working in a high-level collaborative environment and promoting a teamwork mentality
• Strong analytical and problem solving skills
• Ability to Create and maintain comprehensive project documentation
• Minimum 3-5 years of experience

Responsibilities

• Work closely with the Service Delivery Managers to exceed the customer expectations
• Responsible for the end to end support of the Sinch service to Strategic Customers
• Coordinate internally to review and drive process changes and efficiency to improve service levels
• Improve customer relationship by providing timely and accurate responses to their inquiries
• Manage changes and requests from clients
• Coordinate calls, meetings and communications internally
• Ensure new products have adequate support and monitoring and the current is ‘service ready’ to support and deliver the same high level service
• Be the interface between OSS team and Strategic Team. Influence roadmap content and prioritization
• Be the interface between ServiceOps team and Strategic Team. Ensure consistency of work and fast delivery
• Help with reporting. Ensure timely delivery of new tools and improvements in different areas (monitoring, reporting, ticketing, ways of working)
• Work with other Strategic Account SAM’s to ensure efficiency as improvements are replicated across the 5 accounts
• Participate and provide technical leadership in architecture projects such as Antifraud solution
• Help design account structure and contribute in migration projects
• Partner with internal stakeholders to help decide the best architecture and design to build flexible, scalable, and resilient solutions that can adapt to future client needs
• Technical reference for the wider Strategic team in defining and implementing solutions
• Provide training to Support Account Managers, ensuring they gain deep platform knowledge and adhere to quality standards set within Strategic Accounts
• Mentor/Coach the SAM’s in their handling of support tickets and escalations

Preferred Qualifications

• Previous experience in the mobile industry or telephone services is a plus or having a keen interest in mobile communications (A2P SMS, MMS, OTT, IoT) is a plus
• Strong interpersonal skills with proven track record of building successful client relationships
• High energy, positive attitude and enjoy working in a fast-paced team environment

Benefits

• Comprehensive market competitive medical, dental, and vision plans
• A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants
• Free virtual counseling resources through our global Employee Assistance Program
• Roth and Pre-tax 401(k) options including an employer match for all participants
• Generous paid time off program
• Paid parental leave and family planning support
• Flexible remote work offerings
• Paid time off to support a volunteer program of your choice