Position Description
| Job Title: | Client Services Associate |
| Reports To: | Client Services Manager or Director |
| FLSA Status: | Exempt |
| Department: | Client & Carrier Services |
| Location: | Bellevue, WA |
Summary of Functions:
The Client Services Associate is responsible for technically setting up programs and managing the launch of short code programs for SinglePoint customers. They will serve as a liaison between SinglePoint customers and vendors. Position provides technical and operational support and consultation to clients, answering complex questions on function and usage of product. Works directly with the clients and carriers, and operates with minimal supervision.
Essential Duties and Responsibilities:
include the following. Other duties may be assigned.
- Analyze Mobile Messaging campaigns submitted by Content Providers for Carrier Compliance, message flows and customer usability.
- Ability to setup and configure high level complicated short code campaigns on a technical platform.
- Ability to grasp software methodology and logic in creating and setting up short code programs.
- Manage the configuration and launch of SinglePoint short code campaigns using various platforms, processes and procedures as required.
- Provide Technical Support to Account Managers.
- Work collaboratively with internal departments balancing carrier and client needs.
- Knowledge of mobile content messaging applications for SMS and MMS alerts, voting and polling.
- Knowledge of mobile content delivery - WAP and binary delivery.
- Knowledge of Interactive Television Short Code Campaigns preferred.
- Coordinate carrier approval using various tools, processes and procedures as required
- Provides the day-to-day point of contact for account management as it relates to short code campaign status
- Understands and anticipates carrier requirements and customer needs; shows creativity in finding solutions which meet and exceed customer expectations.
- Ensures compliance with carrier and MMA guidelines prior to submission to carriers and revises post launch projects should new rules arise/change
- Develops strong relationships with customer personnel at the appropriate levels.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience/Abilities:
General requirements include:
- Minimum of 5 years experience in customer facing function in telecommunications or content industry.
- Must have technical aptitude and ability, previous technical support or NOC experience preferred.
- Must be able to engage effectively with technical people on technical issues. (Must be able to manage technical issues, without necessarily understanding the subject matter, getting help from experts when needed)
- Troubleshoot client impacting issues and provide quick turn around time to resolution
- Demonstrated success in building strong, long-term relationships with key customer contacts at all levels, including senior management.
- Experience in gathering and analyzing client requirements
- Strong organization, excellent written, verbal and interpersonal communication skills
- Demonstrated problem solving skills, flexibility and ability to adapt to changing priorities.
- Proven ability to multi-task under pressure with excellent follow-through.
- Previous experience in a start-up environment preferred.
- 100% service minded, demonstrated Customer Service skills.
Desired personal attributes include:
- Ability to think logically/analytically
- Utmost integrity in handling all business matters.
- Results-oriented with a strong sense of initiative in tackling tasks.
- Strong commitment to teamwork and the success of others.
- Highly detail oriented
- High level of energy and enthusiasm.
- Excellent judgment and problem solving skills.
- Consistency with SinglePoint company values.
Language Ability:
Simple, clear communication with clients, in person, over the phone and in written communication. Will author and present client reports and monthly updates.
Computer Skills:
Familiarity with MSWord, Excel, PowerPoint, Outlook, Visio, SQL and Internet software.