Senior Associate - Operations

Who can Apply:
• Strong communication skills in English (sense of humor and wit is mandatory, not optional)
• Data driven analytical mindset (No excel, no interview.), to analyze customers growth and helping with the same strategically implementing our application.
• Love learning about new technology and find ways to tweak what we have, to get the maximum juice out of it.
• Desire to learn new developments in technology and help customers strategically implement the same
• Organized multi-tasker, who loves working with short deadlines. Basically, trying to keep up with all the tasks assigned and taking on more.
• Available to work on weekends and okay working beyond the stereotypical office hours, to make sure work gets done.
• Educate customers on Kaleyra’s product, capabilities, and best practices to simplify adoption and align expectations

What they would be doing:
• Work directly with the Sales Team and Customer to get an understanding of the customers requirements, help resolve issues and ad-hoc queries that they may come up with regarding the application within the stipulated SLA for that issue or query.
• Ensure customer satisfaction is maintained with the application and provide feedback to the Product Manager whenever there is a scope of improvement, to improve the customer experience.
• Analysis of customer feedbacks regarding the application on a monthly basis, to help in decision making process for application-level changes.
• Keep track of customers requests and queries, the progress of the same and provide realistic timelines for the same while coordinating with internal teams
• Analyze Key Account trends and provide the suggestions to various teams to help overall growth of customers as well as Kaleyra business.
• Analyze clients level applications and help them build successful integrations by working closely with the client's technical team.
• Understanding requirements provided by clients and helping them with application layer setup and fulfilling their requirements.
• Record customer implementation needs, requests, and questions and discuss them with product stakeholders and have them addressed.
• Ensuring customers receive superior service by Collaborate with the sales, finance, and engineering teams
• Develop a deep understanding of customers' business and operational objectives