Solutions Consultant

Hybrid | 8 month contract | Multinational Tech Company

Key Responsibilities;

• Facilitating inadequately resolved/high stakes escalations for customers in collaboration with Customer Support teams and leading on support/escalations process education.
• Lead market level hot-spot analysis for customers to shape future interventions and help program manage the delivery of interventions (in collaboration with Customer Support) in each market.
• Sharing key insights and data points on customer experience with Customer Support teams, to identify trends and inisghts to help understand key opportunities for improvement.
• Partner with Sales, Customer Support and other partner teams (as applicable) to continuously improve the journey of the customers, resolve complex issues and understand customer pain points.
• Monitor and track key customer support metrics.

Skills / Qualifications:

• Bachelors degree or equivalent practical experience 6 years experience in service management, customer support, sales, client management, operations or consulting.
• Experience in Account/Campaign management roles, technical troubleshooting or customer support, supported by strong communication skills and stakeholder management skills.
• Knowledge and experience in online advertising solutions and media landscape.
• A cusomter first and empathetic mindset.
• Experience in business analysis and making recommendations
• Demonstrated ability to work well in diverse environment with people from all backgrounds, solve provlems and think critically.
• Ability to work independently, build relationships, manage and influence senior, cross-functional stakeholders.