Cloud Communications Executive

2 weeks ago

Singapore SINGAPORE ALE PTE. LTD. Full time

**MAIN RESPONSIBILITIES**: The executive has three main areas of responsibility. 1) Rainbow Voice - Deepsky Platform Invoicing and Reporting Managing the monthly invoicing of partners and the monthly / quarterly reporting requirements Invoicing - Manage the process to generate and send invoices to our partners - Request the CDR records required from Tata each month - Create the invoices for ALE to be able to bill the partners Reporting - Maintain and distribute the Monthly Operations report to M1 - Maintain and send Quarterly Provision of Information (POI) Report to IMDA - Periodic update of Master customer list, users and revenue Proactive Management - Liaise with CSS on the error messages received and any customer impact / corrective action to be taken - Manage the communication of issues reported to/through CSS, informing partners M1 and ACA in a timely manner until an automatic process can be put in place - Monitoring the capacity and planning the expansion of the platform ahead of the growth in business - License and Domain management for platform operation Tata Partner portal - Create the customers and entities in the Tata portal for new customers - Request the Number porting - Ensure the required information is accurate and place order - Follow the order process in the Tata portal and communicate status to sales and partner 2) CCBD / Cloud Escalation Act as the single point of contact in region for the escalation management of technical issues related to cloud products and services provided by ALE. - Act as the escalation manager for CCBD related solutions - Make sure the right severity and priority are assigned within the system and the right levels of effort to resolve issues is being applied by both ALE and our partners - Ensure the current status of issues is being proactively communicated to partners and customers 3) Customer Success Management Ensure success of customer deployment to secure and grow ALE recurring revenue. Engage directly with customers and ALE business partners to guarantee tangible value delivery to the customer through the adoption and use of ALE technology and services. - Leverage ALE Success Framework methodology to assist Customer with change management. - Orchestrate Success Plan and validate progress vs Success KPIs/metrics through regular Business Reviews with project team. - Identify, qualify and document upsell and cross-sell opportunities and communicate with account team. COMPETENCIES AND EXPERIENCE: - Soft skills - Entrepreneurship - Strong communication - Teamwork - negotiation skills - Degree or equivalent experience - English - Strong presales, technical account management and/or customer success management experience - +5 years’ experience in the Software industry with preferably experience as Technical Sales, technical account management, customer success management in a CLOUD environment - Experience with "growth hacking" to grow a community is a benefit - Strong social media skills and active community involvement - Proven success at running CLOUD business and projects in the past.

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