Customer Solutions Manager - API/CPaaS

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Requirements:

• 3+ years experience in customer relationship management or account management with a technical customer base.
• Experience in project or program management.
• Understanding of trends in technology, especially in mobile and cloud.
• Competency in web development, backend development, or real-time communications.
• Familiarity with CRM systems (Salesforce), reporting tools (Tableau), and productivity tools (G suite, Confluence, Jira).
• Quantitative approach to measuring customer behavior and revenue.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Intellectual curiosity and interest in evolving technology.
• Ability to collaborate and communicate effectively with customers.

Responsibilities:

• Form strong relationships with customers, acting as the main point of contact.
• Be the Voice of the Customer and identify key success factors.
• Provide business, technical, and product knowledge.
• Develop and execute effective success plans.
• Educate customers on product features.
• Organize onboarding sessions.
• Advise customers on solution maximization.
• Track customer progress and report on health.
• Identify upsell and cross-sell opportunities.
• Monitor account performance and escalate issues.
• Manage multiple accounts simultaneously.
• Gather customer feedback and inform product management.
• Review satisfaction and health scores.
• Proactively manage customer communication and marketing opportunities.
• Collaborate with cross-functional teams.