Technical Account Manager

Job Description:

We are looking for a dedicated and detail-oriented Technical Account Manager to join our team at Voyage SMS/LiveRecover. This role is pivotal in managing the technical aspects of customer accounts, ensuring seamless onboarding, retention, and offboarding processes. The ideal candidate will possess excellent communication skills, a strong customer service orientation, and proficiency in utilizing various tools and platforms.

Responsibilities:

- Customer Onboarding:
- Assist in testing dedicated line setups, resolving carrier concerns, and guiding clients through compliance requirements.
- Set up number configurations in our systems and InfoBip, ensuring the highest deliverability of messages.
- Collaborate with carriers and internal teams for brand and campaign approvals, blocked traffic issues, and appeals.
- Employ tools such as InfoBip, Twilio, and other relevant platforms for effective onboarding processes.

- Customer Offboarding:
- Disable sending capabilities, release/reassign phone numbers, and communicate offboarding procedures to clients.
- Generate final bills, ensuring accuracy, and migrate necessary data, including subscriber lists.
- Utilize email, Google Sheets, and Stripe for efficient offboarding processes.

- Customer Retention:
- Manage short code renewals through platforms like usshortcodes, updating billing records accordingly.
- Address deliverability issues by monitoring campaigns and working with support teams, including contacting InfoBip support when necessary.
- Proactively manage carrier blocks on client accounts, communicating with clients and resolving issues promptly.
- Utilize communication tools like email, intercom, and Slack for effective retention efforts.

- Customer Service and Support:
- Handle basic support requests and inquiries, including guidance on using drip filters, segmentation, integrations, and testing campaigns.
- Address client concerns promptly, maintaining a high level of customer satisfaction.
- Collaborate with InfoBip support for resolving issues such as unknown errors, throttling, and campaign deliverability errors.

- Knowledge Base Management:
- Contribute to the creation and updating of internal and external knowledge bases for customer and colleague education.

- Accounting and Billing:
- Assist in billing wrap-up activities, including sending collection emails and updating billing records.
- input new billable accounts and charges.
- Support voyage billing processes using tools such as Google Sheets, Retool, and Stripe.


Skills and Tools:

- Proficiency in tools such as Gmail, Slack, intercom, Stripe, Google Sheets, InfoBip, Retool, etc.
- Familiarity with telecom tools like Twilio and infobip, and carrier platforms such as us short codes.
- Strong organizational skills and attention to detail in managing customer accounts and billing records.
- C1 level English proficiency.

Compensation:

$850+/month based on experience.

Working Hours:

Working hours would be Monday-Friday, 9 a.m. to 5 p.m. PST (US, Pacific Time).

How to Apply:

To apply for this position at Voyage SMS/LiveRecover, please submit the following:

- Prepare a 2-minute introductory video introducing yourself and explaining how your past experience makes you a good fit for this role. (Share the link in the Typeform linked below)

How to host your video:

- Google Drive (Preferred): Upload your video to Google Drive and share the link with us in the form below. Please ensure you set the sharing settings to “Anyone with the link can view”.
- Loom: You can also use Loom to record and share your video. Ensure that the sharing settings allow us to view it.
- YouTube: If you choose to upload your video on YouTube, set it as 'Unlisted' and share the link with us. Please make sure the video is accessible to us.

- Fill out this form, this includes basic questions about your experience as well a short CS email test with made-up scenarios: voyagesms.typeform.com/to/PBE91CeF

Once you’ve submitted the form and video, we’ll review your application and if you qualify, we’ll be in touch to schedule a final interview.

We look forward to reviewing your application!