Lead Customer Services-Islamabad, Pakistan- On-Site-Full-Time (job)

 

About the job

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.

Job Specifications

• 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.
  

Location

Corporate Office, I-9/3, Islamabad

No. of position: 1

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