Program Manager

Salt Talent Search is looking for Program Manger Customer Service and Partner Servicing for a 12 months extendable contract role, this role will work closely with Client partners and develop relationships and acquire the market knowledge required to service the Internal and external stakeholders

You work on improving customer support, by closely working with partners. You also work to drive their success by disseminating product training material, handling day-to-day support escalations from our partners, and monitoring top customer issues and support metrics and act as primary point of contact for partner escalations and work with internal teams to identify fixes.

What Will You Do

• Cultivate robust relationships with partners support teams, and understand what they need to be successful.
• Act as primary point of contact for partner escalations and work with internal teams to identify fixes.
• Spearhead special projects/initiatives that improve the phone experience and reduce the support burden on partners and their customers
• Collect customer support data from partners and derive insights for cross-functional teams.
• Drive improvements across multiple metrics, including product retention, customer satisfaction, and return rates.
• Work with colleagues in other regions to coordinate support for carriers globally.
• Execute day-to-day operations relating to Partner Support, by working closely with our call center teams to scale the operation
• Adhoc localizations support that are required to communicate internally with global XFN teams
• Troubleshoot technical problems and escalate bug reports. Monitor customer feedback and product performance.

What Will You Need:

• Experience in managing client relationships via sales, customer support
• Fluent in English and able to communicate with partners effectively
• Experience working with hardware partners on consumer electronics products.
• Effective leadership skills, with the ability to manage complex projects with multiple stakeholders.
• Excellent problem-solving, strategic and analytical skills, with the ability to draw insights from data and manage recommended actions.
• Strong knowledge of the local technology industry

Manage your job search in the right direction by applying via the links below. Alternatively, you can reach out on vramaswamy@welovesalt.com for more details. ( CEI No: R1763696 | Licence No: 07C3147 )

Salt is acting as an Employment Business in relation to this vacancy.