About the position
As a Sr. Product Support Specialist, you will serve as a trusted advisor and primary support contact for select Premier customers. You will work on troubleshooting the cases raised by these customers, monitor and execute white-glove services for them, ensuring smooth execution of critical tasks related to customer notifications and alerts. You will coordinate with the Cloud Operations (Cloud Ops) team for execution, troubleshoot delayed processing, and work closely with engineering teams to resolve issues that impact customers. You will be an advocate for these customers within Message Broadcast and work closely with CSMs and AMs of those accounts. You will collaborate with CSMs and participate in QBRs. This role requires a strong technical aptitude, exceptional problem-solving skills, and a customer-first mindset to ensure timely and seamless execution. This role involves travelling on customer visits at least on a Quarterly basis. Since this task is often performed during extreme weather events and urgent situations, you should be ready to work long hours when necessary, taking full ownership of the process from end to end, including communication with customers and internal teams.
Responsibilities
- Serve as the primary technical liaison customers, ensuring real-time updates and issue resolution.
- Troubleshoot, track and respond to cases created by assigned Premier customers (primary) and other customers based on workload/backlog(secondary).
- Provide white-glove service in executing critical tasks related to customer file management and notification processes.
- Own end-to-end execution, ensuring customers can send notifications/alerts to their end users without disruption.
- Lead technical workshops, training sessions to enhance customer understanding of our products.
- Troubleshoot delays in processing and proactively communicate solutions to customers.
- Coordinate with the Cloud Ops team to facilitate execution of customer tasks.
- Work closely with engineering resources to identify, troubleshoot, and resolve technical issues affecting customer notifications.
- Establish strong relationships with internal teams to streamline processes and improve response times.
- Partner with CSMs/AMs to establish and strengthen executive relationships, opportunities & QBRs.
- Create & maintain customer summaries, QBR slides, dashboards and reports.
- Present overviews to C-suite customer contacts and internal teams including senior management.
- Tabulate & Track customer requested enhancements and product improvements with Product Management.
- Be available during extreme weather events and other high-impact situations to ensure critical customer communications are not delayed.
- Take ownership of customer issues, ensuring fast turnaround and a high level of responsiveness.
- Monitor alerts and system performance to proactively identify potential disruptions.
- Track down RCAs and feedback to Product/Engineering.
Requirements
- 5+ years of experience in a customer-facing support role, including at least 1+ years of experience in similar role.
- Strong problem-solving skills with the ability to troubleshoot delays and escalate efficiently.
- Experience in managing customer files, coordinating execution, and troubleshooting processing issues.
- Ability to coordinate across multiple departments, including Cloud Ops and Engineering teams.
- Ability to write SQL Statements, use BI applications like Power BI or Metabase is desired.
- Comfortable reviewing and troubleshooting Javascript or Node.js code when required is a huge plus.
- Excellent communication skills, both verbal and written, with a strong focus on customer service.
- Ability to work under high-pressure situations, especially during extreme weather events.
- Strong interpersonal skills to establish and maintain effective relationships within the organization.
- Customer-focused mindset with a dedication to delivering value and satisfaction.
- Team player who fosters collaboration and contributes to a positive work environment.
- Self-starter and able to work with minimal supervision.
- Results driven with good balance of relationship and task orientation.
- Systems thinker, purposeful and decisive.
- Communicates with authenticity, courage, and composure.
Nice-to-haves
- Experience in SaaS, cloud-based platforms, and/or messaging technologies.
- Familiarity with automation workflows and system integrations.
- Knowledge of incident management and escalation protocols.
- Understanding of APIs, databases, and troubleshooting integrations.
- Basic knowledge of SQL Statements.
- Ability to create/manage reports in BI tools.
- Prior experience working with large enterprise level customers.
- Comfortable reviewing and troubleshooting Javascript or Node.js code when required is a huge plus.
Benefits
- Fully covered Medical, Dental, and Vision coverage for employees.
- Cost share for dependents.
- 401(K) plan with company match.
- Fully covered STD/LTD.
- Employee Assistance Program (EAP).
- Paid Maternity Leave.
- 12 weeks of paid parental leave for birthing parent.
- Paid Paternity Leave.
- Flexible PTO policy - Discretionary time off is unlimited, subject to manager approval and business needs.
- 12 paid holidays throughout the year, including winter recess for all employees between December 25th-January 1st.
- On-site gym available for free use in Denver, CO for employees based in the Denver area.
