We are looking for someone who can ensure the following outcomes for every customer:

• Deliver Value: Be able to deliver on, and communicate the value associated with the customer’s investment in solutions from our customer through the platform to guarantee retention & customer growth
• Drive Adoption: Drive adoption and usage of new products and features across multiple business units, teams, and markets within a single customer
• Establish Relationships: Establish and nurture relationships built on trust with every new customer, develop client and agency champions, and identify key stakeholders
• Strategic Business Partner: Become your customer’s day-to-day strategic advisor who understands their business challenges and can communicate the positive business outcomes of working with our customer

What Are Your Responsibilities

• Ensure that every customer derives the most value possible from the platform leading to retention and business expansion
• Identify, comprehend and clearly articulate customers' requirements to generate an end-to-end solution to their business challenges
• Develop a deep understanding of customer needs and tie them to specific use cases, product features, benefits and value propositions
• Identify platform gaps, and optimization opportunities; designing and configuring the appropriate solutions so client expectations regarding platform use-cases and functionalities are fulfilled
• Own & deliver the end-to-end configuration of solution based on the customer requirements
• You will handle the post go-live change management of configuration throughout the customer life cycle
• Be the hands-on product expert and ensure customer’s business goals are met
• Act as day-to-day contact for stakeholders in brand, agencies and for System Administrators
• Analyse and elevate customer’s consumption of contract, adoption of the product and generation of upsell or cross-sell
• Provide oversight on any additional enablement of the software deployment to be in line with current architecture and future client needs or business requirements
• Proactively identify opportunities to improve operational efficiencies and find suitable entities which could benefit from utilising AI to drive greater ROI
• Establish and nurture senior level relationships built on trust, develop client champions and identify key stakeholders
• Capture development areas for product improvement and collaborate with product managers and engineering for necessary corrective actions
• Actively make sure you are knowledgeable on native channel’s products package
• Work with clients to improve the social service itself and its alignment with the client's core business

Must Have:

• 5+ years of experience in managed services or technology consulting, specifically in the CCaaS or cloud contact center industry
• Strong knowledge of CCaaS technologies, including IVR, call routing, AI integrations, and customer journey management
• Experience with cloud communication platforms, AI-driven customer support solutions, Chatbots and integrating CCaaS with third-party applications
• Familiarity with CCaaS platforms like Genesys, Cisco Webex Contact Center, Twilio Flex, or other related technologies
• Understanding of cloud architecture, VoIP, SIP, and telephony
• Hands-on experience with system configuration, troubleshooting, and performance optimization
• Excellent communication and interpersonal skills with the ability to work closely with clients and internal teams
• Proven ability to understand business challenges and provide actionable recommendations
• Ability to manage multiple client engagements and deliver high-quality service
• Ability to translate customer business problems & requirements into on platform solutions

Good to Have Skills:

• Demonstrated experience and a passion for the social technology universe (i.e., Facebook, Instagram, Twitter, YouTube, LinkedIn, Pinterest, Snapchat, TikTok)
• Direct experience in working with a social media management software is preferred
• Strong product acumen & evangelization experience with the aptitude to learn new products
• Excellent written and verbal communication skills. Multilingual skills (French, German, Spanish, Japanese or others) would be a plus
• Analytical mind-set with attention to detail along with excellent problem-solving and critical-thinking skills
• Leading CCaaS Certifications like Genesys Cloud CX Professional, Cisco Certified Professional, Avaya Certified IC are preferred (not mandatory)