Support Account Manager

Há 3 dias

Sao Paulo, Brasil Meta Tempo inteiro

**Support Account Manager Responsibilities**:

- Act as a point of escalation for strategic customers or partners, coordinate customer calls and remote troubleshooting when required
- Ensure that escalated WhatsApp Business API issues are resolved timely and communicated to the customer meeting their expectations
- Work closely with the Account Management and Partnerships team, comprehend the business priorities and technical environments of strategic customers and partners, as well as develop close relationships with customers and partners
- Meet with customers or partners, prepare and add the support view to operational review meetings and share best practices for dedicated accounts
- 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 20% internationally as needed

**Minimum Qualifications**:

- Demonstrated experience of excellent troubleshooting of customer and partner escalations in a ticket based workflow while achieving SLA requirements and managing critical escalations
- Ability to build relationships and effectively leverage them to remove blockers and expedite work
- Passion for ensuring a world class user experience through attention to detail and nuance
- Demonstrated ability to multitask & prioritize in a fast-paced, stressful environment, while delegating or working alongside others
- Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action
- Excellent communicator with the ability to simplify and clearly explain technical concepts to a non-tech savvy audience
- Exhibit a balance of analytical skills which serves a variety of audiences, both internal and external
- Fluent English
- Experience of enterprise cloud software and concepts (e.g. Single Sign On), integration with cloud service providers (e.g., AWS), and APIs

**Preferred Qualifications**:

- Incident and Escalation management best practices
- 1+ years of Project Management experience preferred, or commensurate certification
- Experience in vendor management.
- Spanish

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