About us
Exotel is one of Southeast Asia's largest cloud telephony companies. We aim to change the way enterprises look at customer communication. We build the best-in-class communication products that power the companies of today and tomorrow. Our technology enables customer communication for our clients such as Uber, Ola, Go-Jek, Redbus, Flipkart, Quikr, Practo, Lazada, and Redmart, to name a few.
We are a young company with humble beginnings in 2011 that grew from a 3-member team to 150+ employees in
- Our technology has connected 85 million people, powered 1.2 billion customer calls, powered 3.2 billion voice API calls, and 3.2 billion business SMS. Read our 2018 growth story here.
Job Brief
Exotel is a customer engagement platform providing a suite of products, APIs and capabilities to help enterprises solve their customer communication and engagement needs. As a Technical Program Manager - CPaaS, you will be supporting and managing Enterprise Accounts for the CPaaS set of offerings, primarily Voice & SMS.
You will interact with customers to scope their requirements, liaison with the tech teams and ensure end-to-end delivery of the projects. Post delivery, you will be involved in handling customer support escalations, debugging and ensuring timely resolution to the open issues. You need to demonstrate a high level of customer-centricity while being a champion at evangelizing the products. To achieve this you will interact with the internal product, engineering and operations teams and customer side stakeholders.
Responsibilities
SPOC for all CPaaS Platform key accounts to manage and coordinate project delivery and support.
Interface with internal Tech, Supply and Operations teams to prepare project plans and identify dependencies.
Work with the supply team and drive the channel partnerships for product and solutioning initiatives.
Create SOWs, architecture diagrams, project plans and communicate effectively with all internal and external stakeholders.
Engagement with Products (primarily Voice & SMS) for use-cases, solutioning and adoption.
Come up with processes and frameworks to improve the overall efficiency and identify synergies across teams.
Manage, track and control deadlines, project milestones and activities.
Resolve / Escalate to address projects issues that affect the program deliverables.
Track, measure and improve customer-related metrics like CSAT, NPS RAG, etc.
Minimum Qualifications
Bachelor's degree in Computer Science, a related technical field, or equivalent practical experience.
8+ years of experience working with technical subjects and emerging technologies in CPaaS
5+ years of experience in client-facing service delivery roles for large enterprises
Ability to understand APIs and technical products and convert client requests into well thought through solutions
Prefered Qualifications
Strong program management fundamentals (planning, execution, estimation, risk management, stakeholder management).
Strong analytical, problem-solving, negotiation and organizational skills.
Ability to understand technology and build solutions that cater to client requirements
High competency in multi-tasking and ability to manage multiple engagements in parallel
