Account Manager II - ICONMA, LLC
Menlo Park, CA 94025
About the Job
Account Manager II
Location: Menlo Park, CA
Duration: 12 Months with possible extension up to 24 months
Description:
We are looking for a passionate Scale Support Account Manager to develop both a deep and broad comprehension of the WhatsApp Business API. As a Scaled Support Account Manager in a growing globally distributed function you will play a crucial role in building programs that support and nurture several partners and customers.
You measure yourself by the value you help these partners and customers create to become our strongest advocates.
This role will own one to many customer engagement strategies for our long-tail customers.
The ideal candidate is someone who has serviced customers with high expectations using an enterprise product.
This role will help to ensure Business Messaging support drives customer and partner growth, retention, and advocacy.
Role Responsibilities:
Act as a point of escalation for long-tail partners and clients, coordinate customer calls and remote troubleshooting when required
Own and engage with a growing portfolio of 100+ partners and direct clients
Work closely with product and engineering teams to ensure high customer satisfaction
Collaborate with other regional Scaled Support Account Managers to review account health and proactively identify gaps in customer/product experience
Maintain and report customer account health and other key metrics
Ensure that escalated Business Messaging API issues are resolved timely and communicated to the customer meeting their expectations
Work closely with the Client Managers and Partnerships team, comprehend the business priorities and technical environments of long-tail clients and partners, as well as develop close relationships with them
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
Required:
3+ years of technical support experience delivering/ enabling support for enterprise applications or being in customer success/account management
Experience of enterprise cloud software and concepts (e.g. Single Sign On), integration with cloud service providers (e.g., AWS), and APIs
Excellent communicator with the ability to simplify and clearly explain technical concepts to a non-tech savvy audience
Excellent analytical skills to accurately respond to customer and partner needs at scale
Ability to build relationships and effectively leverage them to remove blockers and expedite work
Demonstrated experience of excellent troubleshooting of customer and partner escalations in a ticket based workflow while achieving SLA requirements and managing critical escalations
Leverage tools and technology to deliver value to multiple accounts at once through one to many programs
Ability to embrace the mindset of continuous improvement and actively contribute to processes that help scale the service
Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action
Preferred:
2+ years of experience in working in scaled account management programs in mid-market or enterprise companies
1+ years of Project Management experience preferred, or commensurate certification
Incident and Escalation management best practices
(NORAM & LATAM ONLY): Knowledge of Spanish/Portuguese and/or Brazilian Portuguese
Surrounding team & key projects:
Pooled SAM model and are tied to certain accounts
2nd tier or mid market accounts this role will flex to support
Work related to escalation management
Coordinating between teams
customer success manager, TAM,
Purpose/Size of this team:
Global Team has 50 FTEs and will have 12+ CWs in multiple functions
2 Peer support account managers will provide
support engineering team
Tier 1 front line support team
product engineers
Top 3 must-have HARD skills:
strong communication and external facing with partners/clients in meetings or email communication, drafting decks (Internally largely facing with management and leaders within eng org) externally may work with director or senior level or support engineer stakeholder management; ability to prioritize; triage for problem solving drive accountability with other teams driving resolution.
As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.
Location: Menlo Park, CA
Duration: 12 Months with possible extension up to 24 months
Description:
We are looking for a passionate Scale Support Account Manager to develop both a deep and broad comprehension of the WhatsApp Business API. As a Scaled Support Account Manager in a growing globally distributed function you will play a crucial role in building programs that support and nurture several partners and customers.
You measure yourself by the value you help these partners and customers create to become our strongest advocates.
This role will own one to many customer engagement strategies for our long-tail customers.
The ideal candidate is someone who has serviced customers with high expectations using an enterprise product.
This role will help to ensure Business Messaging support drives customer and partner growth, retention, and advocacy.
Role Responsibilities:
Act as a point of escalation for long-tail partners and clients, coordinate customer calls and remote troubleshooting when required
Own and engage with a growing portfolio of 100+ partners and direct clients
Work closely with product and engineering teams to ensure high customer satisfaction
Collaborate with other regional Scaled Support Account Managers to review account health and proactively identify gaps in customer/product experience
Maintain and report customer account health and other key metrics
Ensure that escalated Business Messaging API issues are resolved timely and communicated to the customer meeting their expectations
Work closely with the Client Managers and Partnerships team, comprehend the business priorities and technical environments of long-tail clients and partners, as well as develop close relationships with them
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
Required:
3+ years of technical support experience delivering/ enabling support for enterprise applications or being in customer success/account management
Experience of enterprise cloud software and concepts (e.g. Single Sign On), integration with cloud service providers (e.g., AWS), and APIs
Excellent communicator with the ability to simplify and clearly explain technical concepts to a non-tech savvy audience
Excellent analytical skills to accurately respond to customer and partner needs at scale
Ability to build relationships and effectively leverage them to remove blockers and expedite work
Demonstrated experience of excellent troubleshooting of customer and partner escalations in a ticket based workflow while achieving SLA requirements and managing critical escalations
Leverage tools and technology to deliver value to multiple accounts at once through one to many programs
Ability to embrace the mindset of continuous improvement and actively contribute to processes that help scale the service
Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action
Preferred:
2+ years of experience in working in scaled account management programs in mid-market or enterprise companies
1+ years of Project Management experience preferred, or commensurate certification
Incident and Escalation management best practices
(NORAM & LATAM ONLY): Knowledge of Spanish/Portuguese and/or Brazilian Portuguese
Surrounding team & key projects:
Pooled SAM model and are tied to certain accounts
2nd tier or mid market accounts this role will flex to support
Work related to escalation management
Coordinating between teams
customer success manager, TAM,
Purpose/Size of this team:
Global Team has 50 FTEs and will have 12+ CWs in multiple functions
2 Peer support account managers will provide
support engineering team
Tier 1 front line support team
product engineers
Top 3 must-have HARD skills:
strong communication and external facing with partners/clients in meetings or email communication, drafting decks (Internally largely facing with management and leaders within eng org) externally may work with director or senior level or support engineer stakeholder management; ability to prioritize; triage for problem solving drive accountability with other teams driving resolution.
As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.
Source : ICONMA, LLC