Manager - Customer Interaction Suite

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

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 / Tata Communications' 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: $84,875- $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