Technical Account Manager

About Times Internet

At Times Internet, we create premium digital products that simplify and enhance the lives of millions. As India's largest digital products company, we have a significant presence across a wide range of categories, including News, Sports, Fintech, and Enterprise solutions.

Our portfolio features market-leading and iconic brands such as TOI, ET, NBT, Cricbuzz, Times Prime, Times Card, Indiatimes, Whatshot, Abound, Willow TV, Techgig and Times Mobile among many more. Each of these products is crafted to enrich your experiences and bring you closer to your interests and aspirations.

As an equal opportunity employer, Times Internet strongly promotes inclusivity and diversity. We are proud to have achieved overall gender pay parity in 2018, verified by an independent audit conducted by Aon Hewitt.

We are driven by the excitement of new possibilities and are committed to bringing innovative products, ideas, and technologies to help people make the most of every day. Join us and take us to the next level!

About the Business Unit

Times Mobile is a pioneering CPaaS (Communication Platform as a Service) company dedicated to revolutionizing business communication. Our suite of products centers around SMS, WABA (WhatsApp Business API), emails, OBD and more, offering businesses powerful tools to engage customers effectively. With a focus on innovation and efficiency, we enable organizations to streamline their communication processes and enhance customer relationships.

About the Role

Looking for a Technical Operations Manager with experience in handling Communication/CPaaS platform services .i.e SMS, Voice, Email, Whatsapp, IP Message, chatbot etc. The candidate will be part of a talented TechOps team that works on providing a high-performing, scalable, enterprise-grade bulk Platform/Services.

Work Responsibilities

Handling and managing all aspects of customer onboarding -Integrations, technical escalations/resolutions, reporting & MIS requirements.

Giving platform & service demos to the Enterprise clients

Understand client requirements and consult Tech for tailor made solution

Resolve customer complaints and providing a roadmap for permanent solutions

Manage relationship with clients to maintain overall customer health and growth

Regular Interaction with customers, service vendors, internal engineering & product teams

Attending client meetings for technical data/report presentations and briefings

Services performance monitoring and providing an excellent and consistent customer service experience to the clients

Coordinate with vendors for services and drive operational efficiency.

Skills, Experience & Expertise

Should have excellent communication & Presentation skills

Should have experience in handling large enterprise customers directly

Should have excellent knowledge of cPaaS solutions, especially the various protocols in SMS, RCS, IVR/OBD, WhatsApp business Messaging, Conversational messaging, chatbot etc

Should be proficient in MS-Excel. Good understanding of Linux commands & SQL queries

Excellent Understanding of Rest APIs Architecture and PostMan usage

Should have fair knowledge of cloud telephony & IVR Ecosystem functioning

Desired - Understanding of Marketing engagement/Customer engagement tools & third party Integrations ex. With CleverTap, Salesforce..etc

Eligibility

Minimum 4 years of hands-on experience in communication services & handling tech integrations for messaging services- SMS,IVR,Email,Whatsapp & conversational chatbots solutions.