Kaleyra
Location
Bangalore | India
Job description
The Technical Program Manager (TPM) is an energetic, highly organized multitasker, who possesses strong customer facing skills. The TPM is responsible for managing Client New onboarding, Client support , Client related projects, Special projects ( i.e One time- if any) and Dedicated Key Account TPM .
To best serve our customers, the TPM should be knowledgeable about all the Kaleyra’s products and the SMS aggregation ecosystem. They will also need to juggle multiple concurrent client integrations while continuing to support their
existing client roster.
Requirements
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 and their requirements.
● 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 based on managers expectations. 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 API’s i.e XML, SMPP, SOAP, REST APIs.
● Exposure to databases/SQL, web-based products, or cloud solutions
● Ability to travel up to 25% of the time based on client needs
● Flexible to extent the working hours when its needed.
Education and Experience
● Bachelor’s Degree in Computer Science, Marketing, Information Systems,
Business Administration or related field etc.
● 2-5 years working experience
● Preferred Qualification - Experience working in IT, Retail or financial services
(Mobile/Email/Social Media marketing) would be a plus
Benefits
Excellent salary & perks, performance based variable pay and opportunity to work and grow in a global environment
Job tags
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