- 5-7 years of experience in Technical Account Management, Service Delivery, or a similar customer-facing technical role, preferably in CPaaS, Telecom, or SaaS domains.

- Strong understanding of messaging technologies (SMS, Voice, WhatsApp, RCS, APIs) and cloud communication platforms.

- Hands-on experience with API integrations (REST/SOAP), SMPP, and troubleshooting tools.

- Excellent project management and organizational skills with the ability to manage multiple accounts simultaneously.

- Strong problem-solving skills with a proactive and customer-centric approach.

- Exceptional communication and interpersonal skills to build trusted relationships with customers and internal teams.

- Ability to work in a fast-paced, dynamic environment and adapt to changing customer needs.

- Knowledge of DLT compliance, telecom regulations, and security standards in India.

- Certifications in project management (PMP, ITIL) or cloud technologies.

- Experience with monitoring and reporting tools.

Responsibilities:

Client Relationship Management:

- Build and maintain strong, trusted relationships with key clients.

- Understand client business needs and technical requirements.

- Act as the primary point of contact for technical inquiries and escalations.

- Conduct regular client meetings and provide proactive communication.

Client Onboarding:

- Manage the end-to-end client onboarding process, ensuring a smooth and efficient experience.

- Provide comprehensive technical training and support to clients.

- Collaborate with the delivery specialist team to ensure successful implementation and integration.

Technical Support & Troubleshooting:

- Provide expert technical support and troubleshooting for client issues.

- Diagnose and resolve complex technical problems related to messaging technologies (SMS, Voice, WhatsApp, RCS, APIs).

- Utilize troubleshooting tools and techniques to identify and resolve issues promptly.

- Hands-on experience with API integrations (REST/SOAP), SMPP.

Client Demos & Presentations:

- Conduct compelling client demos showcasing the features and benefits of our communication platform.

- Prepare and deliver technical presentations to clients and internal stakeholders.

- Clearly articulate technical concepts to both technical and non-technical audiences.

Service Delivery & Project Management:

- Collaborate with the delivery specialist team to ensure timely and accurate service delivery.

- Manage multiple client accounts and projects simultaneously.

- Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs).

- Ensure compliance with DLT regulations, telecom regulations, and security standards in India.

Product Feedback & Improvement:

- Gather and analyze client feedback to identify areas for product and service improvement.

- Communicate client feedback to product and engineering teams.

- Contribute to the development of best practices and knowledge base articles.

Monitoring and Reporting:

- Utilize monitoring and reporting tools to ensure platform stability and performance