Manager - Customer Interaction Suite
Apply NowCompany: Tata Technologies
Location: Atlanta, GA 30349
Description:
About the Company
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
Job Information
Job Description
The Technical Program Manager (TPM) is an energetic, highly organized multitasker, who possesses strong customer facing skills. The TPM is responsible for managing client onboarding, ongoing client support, and client related projects. To best serve our customers, the TPM should be knowledgeable about Kaleyra's products and the SMS aggregation ecosystem. They will also need to juggle multiple concurrent client integrations while continuing to support their existing client roster.
Essential Functions:
Customer Relations
Ability to establish, nurture and maintain effective relationships with clients
Maintain regular communication with assigned customer groups and carriers (aka, serve as their day-to-day contact)
Establish and maintain key technical/business contacts
Understand mobile industry landscape, rules and regulations, and be able to educate and guide customers on the subject
Project Management
Responsible for post-sales implementation and technical setup, and delivery of off-the shelf products or custom solutions, depending on the customers' needs.
Create projects and work directly with developers and other technical team members to track progress, identify and resolve issues, and look for ways to accelerate delivery.
Generate and present project status reports, performance reports, manage the project change process, manage client expectations, escalate issues that impact timing or budget as appropriate, obtain additional resources as needed, and identify opportunities for follow-on work or new projects
Operations & Post-Implementation Support
Manage moderately complex technical aspects with assigned customers
Manage internal resources that contribute to internal/external projects
Should have some experience in troubleshooting and managing production issues and working with offshore support teams
Support internal sales/solution engineering teams in up-sell/cross-sell activities
The ideal candidate with the following minimum qualifications will be considered:
Logical decision making - able to process information logically using a step-by-step process
Verbal communication - able to clearly communicate
Change agent - able to foster change in an organization and encourage others
Project management skills - ability to effectively organize and implement projects
Detail oriented - strong attention to details - dot the "i's" and cross "t's" and deep-dive into an issue
Sense of ownership - follow up and make sure that the issue or task is completed to the satisfactory of the client
Problem solving / Troubleshooting skill - should be a problem solver and demonstrate the ability to methodically plan and execute a solution or project.
Multi-tasker - should have the ability to manage multiple, moderately complex tasks and stay "on top" of things with minimal supervision.
Analytical/data modelling skill - ability to analyse reports or results of database queries with the goal of discovering useful information, suggesting conclusions, and supporting decision-making.
Basic knowledge of HTTP/HTTPs, XML, SMPP, SOAP, REST APIs, scripting
Exposure to databases/SQL, web-based products, or cloud solutions
Ability to travel up to 25% of the time based on client needs
Education and Experience
Bachelor's Degree in Computer Science, Marketing, Information Systems, Business Administration or related field
3-5 years working experience
Preferred Qualification
Experience working in retail or financial services (Mobile/Email/Social Media marketing) would be a plus
Base Salary Range:$86,073- $106,943. The salary may be adjusted within this range based on the candidate's qualifications, experience, and the specific needs of the position
Benefits Summary: We offer Medical, Dental and Vision Coverage, as well as a 401k plan, and paid leave under our policies.
Other Compensation: The position is eligible for a discretionary bonus
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
Job Information
Job Description
The Technical Program Manager (TPM) is an energetic, highly organized multitasker, who possesses strong customer facing skills. The TPM is responsible for managing client onboarding, ongoing client support, and client related projects. To best serve our customers, the TPM should be knowledgeable about Kaleyra's products and the SMS aggregation ecosystem. They will also need to juggle multiple concurrent client integrations while continuing to support their existing client roster.
Essential Functions:
Customer Relations
Ability to establish, nurture and maintain effective relationships with clients
Maintain regular communication with assigned customer groups and carriers (aka, serve as their day-to-day contact)
Establish and maintain key technical/business contacts
Understand mobile industry landscape, rules and regulations, and be able to educate and guide customers on the subject
Project Management
Responsible for post-sales implementation and technical setup, and delivery of off-the shelf products or custom solutions, depending on the customers' needs.
Create projects and work directly with developers and other technical team members to track progress, identify and resolve issues, and look for ways to accelerate delivery.
Generate and present project status reports, performance reports, manage the project change process, manage client expectations, escalate issues that impact timing or budget as appropriate, obtain additional resources as needed, and identify opportunities for follow-on work or new projects
Operations & Post-Implementation Support
Manage moderately complex technical aspects with assigned customers
Manage internal resources that contribute to internal/external projects
Should have some experience in troubleshooting and managing production issues and working with offshore support teams
Support internal sales/solution engineering teams in up-sell/cross-sell activities
The ideal candidate with the following minimum qualifications will be considered:
Logical decision making - able to process information logically using a step-by-step process
Verbal communication - able to clearly communicate
Change agent - able to foster change in an organization and encourage others
Project management skills - ability to effectively organize and implement projects
Detail oriented - strong attention to details - dot the "i's" and cross "t's" and deep-dive into an issue
Sense of ownership - follow up and make sure that the issue or task is completed to the satisfactory of the client
Problem solving / Troubleshooting skill - should be a problem solver and demonstrate the ability to methodically plan and execute a solution or project.
Multi-tasker - should have the ability to manage multiple, moderately complex tasks and stay "on top" of things with minimal supervision.
Analytical/data modelling skill - ability to analyse reports or results of database queries with the goal of discovering useful information, suggesting conclusions, and supporting decision-making.
Basic knowledge of HTTP/HTTPs, XML, SMPP, SOAP, REST APIs, scripting
Exposure to databases/SQL, web-based products, or cloud solutions
Ability to travel up to 25% of the time based on client needs
Education and Experience
Bachelor's Degree in Computer Science, Marketing, Information Systems, Business Administration or related field
3-5 years working experience
Preferred Qualification
Experience working in retail or financial services (Mobile/Email/Social Media marketing) would be a plus
Base Salary Range:$86,073- $106,943. The salary may be adjusted within this range based on the candidate's qualifications, experience, and the specific needs of the position
Benefits Summary: We offer Medical, Dental and Vision Coverage, as well as a 401k plan, and paid leave under our policies.
Other Compensation: The position is eligible for a discretionary bonus