Support Account Manager (Strategic Accounts)

We are hiring a talented Support Account Manager to join our team supporting our largest clients. Reporting directly to the Strategic Account Support Manager, the Support Account Manager will be responsible for ensuring our strategic customers receive industry leading customer experience. Through managing support tickets, project management and working closely with our clients and cross functional teams. The position provides dedicated technical support and technical account management for key clients who are assigned to them.

The role requires a minimum 3-5 years of experience  and working directly with large clients and in a similar field is preferable. The Support Account Manager will perform a variety of tasks, work with a wider virtual team and be successful in ensuring the CX remains high. A self starter requiring the minimum of supervision is expected, as well as a candidate used to working in a fast paced, fast changing environment. Working as part of the customer facing team to deliver a best in class service, driving a high level of customer satisfaction and being at the heart of this.

Key responsibilities: 

• Work closely with the Service Delivery Managers to exceed the customer expectations.

• Responsible for the end to end support of the Sinch service to Strategic Customers.
• Coordinate internally to review and drive process changes and efficiency to improve service levels.
• Improve customer relationship by providing timely and accurate responses to their inquiries.
• Manage changes and requests from clients.
• Coordinate calls, meetings and communications internally.
• Ensure new products have adequate support and monitoring and the current is ‘service ready’ to support and deliver the same high level service.

Tools:  

• Be the interface between OSS team and Strategic Team. Influence roadmap content and prioritization.
• Be the interface between ServiceOps team and Strategic Team. Ensure consistency of work and fast delivery.
• Help with reporting. Ensure timely delivery of new tools and improvements in different areas (monitoring, reporting, ticketing, ways of working).
• Work with other Strategic Account SAM’s to ensure efficiency as improvements are replicated across the 5 accounts.

Systems/Architecture

• Participate and provide technical leadership in architecture projects such as Antifraud solution.
• Help design account structure and contribute in migration projects.
• Partner with internal stakeholders to help decide the best architecture and design to build flexible, scalable, and resilient solutions that can adapt to future client needs.
• Technical reference for the wider Strategic team in defining and implementing solutions.

Support duties/Training

• Provide training to Support Account Managers, ensuring they gain deep platform knowledge and adhere to quality standards set within Strategic Accounts.

• Mentor/Coach the SAM’s in their handling of support tickets and escalations.

• Excellent client-facing and internal communication skills.
• Excellent written and verbal communication skills.
• Solid organizational skills including attention to detail and multitasking skills.
• Proven work experience a must with large multi national clients.
• Bachelor's Degree in appropriate field of study or equivalent work experience.
• Strong sense of personal accountability regarding decision-making .
• Strong sense of ‘Customer First’ mentality.
• Excellent time management and organizational skills and experience establishing guidelines for others in these areas.
• Experience working in a high-level collaborative environment and promoting a teamwork mentality.
• Strong analytical and problem solving skills.
• Ability to Create and maintain comprehensive project documentation.
• Previous experience in the mobile industry or telephone services is a plus or having a keen interest in mobile communications (A2P SMS, MMS, OTT, IoT) is a plus.
• Strong interpersonal skills with proven track record of building successful client relationships.
• High energy, positive attitude and enjoy working in a fast-paced team environment.

• STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
• CARE FOR YOURSELF: Take advantage of our free virtual counseling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
• TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you’re the most productive and successful. It’s what you do, not where you work, that matters.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

Our expert teams are built from some of the most experienced in the industry. We employ people from all over the world, from all walks of life and from all backgrounds. We work together, feeding on our diversity to make us stronger, and we encourage each other to be the best we can be. Innovation drives us, and we challenge ourselves every day. Get in touch and join us on our journey!

This role will be accepting applications until 1/14/2025 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.