MessageBird is hiring a

Manager, Technical Services - APAC

Dewey, United States
Remote

Transform the communications world! Location? You decide!

We’re proud (and excited!) to be transforming the global communications landscape through our Omnichannel Platform-as-a-Service (OPaaS). 

Our Birds choose where they work from in the region we’re hiring in — this could be from one of our MessageBird hubs (Amsterdam, Singapore or Bogota) or remotely so long as it’s within a complementary timezone.... Want to work from a rural retreat? Sure, no problem! How about a bustling city getaway for a few weeks? Go ahead!

We understand that “life happens” and give you the freedom to choose the best environment for you to “get s**t done”. We expand our flock without geographical restrictions. This allows us to attract and assemble an industry leading team from a huge variety of backgrounds & cultures,  making us more nimble, creative, and efficient!

Manager, Technical Services | Remotely from APAC

The Manager, Technical Services will play a crucial role in building and leading the APAC Services team to provide a world-class customer onboarding experience, as well as to lead our fast-growing Technical Account Managing Team (TAM). As the Regional Technical Services Lead you will be responsible for helping drive alignment from the beginning of the customer's post-sales journey from sales to onboarding, ensuring the customer’s initial success criteria are met. Once the customer is onboarded you and your team will be responsible to ensure a smooth transition of the customers to the Customer Support, Success teams. This role is a “player/coach” role where you will be asked to lead by example for the rest of the team, providing day-to-day guidance to the rest of the team while working with a few selected customers for onboarding and/or technical account management.

You’ll work in close collaboration with the wider business units, with the goal of streamlining and structuring the customer journey more efficiently and successfully for maximum impact and value. As the regional lead, you will ensure our customers are successfully getting started using our products and services, providing continuous feedback to both regional and global leadership to improve the customer experience.

What you’ll do

  • Work closely with leadership to help define the Services team’s values and KPIs to achieve customer success in alignment with the sales & post-sales strategy.
  • Develop regionally specific goals and metrics in line with sales leadership
  • Coach the Services team members to help them achieve their customers’ post-sales success criteria
  • Help drive and lead product adoption and customer education during the onboarding stage in the customer lifecycle
  • Collaborate with Solutions Engineers and Sales to continuously improve the onboarding workflow based on requests from different enterprise customers being onboarded.
  • Manage onboarding and/or technical account management for a select number of key customers in the region, alongside the rest of the Services team.

What you’ll bring

  • 5+ years of experience in a technical post-sales role, such as product enablement, consultations, support, or account management in a technical environment
  • 3+ years of experience managing distributed teams
  • 2+ Customer-facing Project management experience
  • A strategic thinker with experience building and scaling regional teams 
  • Proven track record of onboarding, retaining and expanding complex accounts
  • Experience implementing new processes and collaborating with cross-functionally 
  • Ability to consume and transcribe technical documentation for customers, along with an understanding of API architecture and use cases
  • Experience in CPaaS, SaaS, Telecom, Cloud Computing, or a similar industry.
  • Strong communication skills, both written and oral
  • Fluency in English plus any other Asian language is preferred
  • Experience working in JIRA, Confluence, ZenDesk, SalesForce is a plus
  • A passion for delighting customers 

#LI-JK1 #LI-REMOTE

What You’ll Gain

  • Work from anywhere
  • Generous stock options for all Birds
  • WFH set-up budget
  • State-of-the-art work gear
  • Learn from hundreds of the best minds in the business
  • Collaborate with diverse colleagues from over 55 countries (and counting)

LIFTOFF! 🚀

Life at MessageBird:

https://www.linkedin.com/company/messagebird-com/life/welcome/

We work fast, grow fast, build fast and focus on impact. We’re go-getters, industry leaders and roll-up-your-sleeves-and-make-it-happen kind of people. 

Ready To Fly?

Our cloud communications solutions make it possible for over 25,000 businesses to instantly connect with billions of devices worldwide, allowing them to speak with their customers in the same ways they talk to their friends.

Headquartered in Amsterdam, we operate across 10 international hubs and we’re proud to be a “Work Anywhere” company. Our unique and united culture is rooted in our team: a diverse flock of over 700 Birds who represent 55 nationalities and counting. We’re smart, fast, and hungry. Our potential for growth is limitless. You can learn more about our story and life as a Bird via #messagebird.

MessageBird is committed to fostering a fair and equal environment based on trust and mutual respect. We believe that a diverse and inclusive workplace is paramount to our success and we are committed to building a team that represents a wide variety of backgrounds, perspectives, and skills. 

Recruitment Privacy Statement: https://messagebird.com/download/pdf/MB-recruitment-privacy-notice%202020.pdf

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