Customer Success (CPAAS)

Key Responsibilities:

• Serve as the primary point of contact for clients using WhatsApp Business solutions.
• Develop strong relationships with clients, understanding their business needs and ensuring they maximize the value of WhatsApp Business offerings.
• Manage onboarding, implementation, and ongoing support for clients.
• Collaborate with internal teams (sales, technical, product) to ensure smooth service delivery.
• Monitor performance metrics and provide insights to improve client engagement and campaign effectiveness.
• Address client queries, troubleshoot issues, and escalate when necessary.
• Keep up with industry trends and updates to provide proactive solutions and recommendations.
• Identify opportunities to upsell or expand services based on client needs.
• Ensure compliance with WhatsApp Business policies and best practices.

Requirements:

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• 2+ years of experience in client service management, account management, or a related role, preferably in SaaS, digital marketing, or messaging solutions.
• Strong understanding of WhatsApp Business API and messaging platforms.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to manage multiple client relationships and projects simultaneously.
• Data-driven mindset with the ability to analyze performance metrics and derive insights.
• Proficiency in CRM tools, project management software, and Microsoft Office Suite.
• Experience working with cross-functional teams in a fast-paced environment.

Preferred Qualifications:

• Experience in conversational marketing, CPaaS (Communication Platform as a Service), or enterprise messaging solutions.
• Knowledge of automation, chatbots, and customer engagement strategies.
• Familiarity with WhatsApp Business policies and compliance requirements.

Skills Required
Chatbot, Ms Office, Problem Solving, CRM Tools, Client Relationship, Automation