zeta

Lead Customer Services

Role Summary

The ideal candidate is a technically savvy professional with a strong grasp of CPaaS integrations and a passion for client success. They will lead onboarding, foster long-term relationships, and serve as the main point of contact to ensure customers derive maximum value from the platform.

Duties And Responsibilities

  • Guide customers through the onboarding process, including API integration and platform setup along with support from Tech Team.
  • Ensure a smooth transition from sales to active usage of the CPaaS platform.
  • Provide training sessions on the platform’s features, tools, and best practices.
  • Create knowledge base resources (e.g., guides, tutorials) to help customers use the platform efficiently.
  • Regularly check in with customers to understand their goals and challenges.
  • Provide personalized recommendations to enhance their communication strategies.
  • Act as the primary point of contact for issue resolution, coordinating with technical teams when needed.
  • Monitor escalations to ensure timely problem solving.
  • Build strong relationships with key stakeholders to foster trust and loyalty.
  • Advocate for customer needs internally, influencing product roadmaps and feature development.
  • Monitor account health through metrics like usage trends and engagement levels.
  • Proactively address risks of churn by resolving customer pain points.
  • Provide customers with performance reports, showcasing the impact of the CPaaS platform on their business.
  • Use data insights to recommend strategies for improvement.
  • Gather customer feedback to improve the platform and address gaps in services.
  • Collaborate with product teams to ensure customer requirements are prioritized.
  • Act as a liaison between customers and internal departments including finance, technical teams and external stakeholders such as telecom operators.

Job Specifications

  • Strong technical understanding of CPaaS APIs and integration.
  • Excellent communication and relationship management skills.
  • Analytical skills to interpret data and identify trends.
  • Problem-solving abilities to address customer challenges effectively.

Location

Corporate Office, I-9/3, Islamabad
No. of position: 1

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