Technical Program Manager – Italian Market

Description We are Kaleyra A global group, providing mobile communication services to financial institutions, e-commerce players, OTTs, software companies, logistic enablers, healthcare providers, retailers, and other high-growth sectors worldwide. We power communications via cloud and APIs (through messaging, voice, chatbots and video) for some of the largest companies in the world that include Hyundai, Uber, Flipkart and AirAsia. Our technology makes it possible to safely and securely manage billions of messages monthly via over 1600 operator connections in more than 190 countries, including all tier-1 US carriers. We have been recognised as an established leader in the global CPaaS market by many of the top market research companies. We have a customer base of 3800 companies across the world. Our vision is to be the world’s most trusted, secure and innovative communication platform, to enable real-time conversations between brands and their users. We are a diverse team of over 600 individuals, working remotely from different parts of the world, to deliver high-quality technology solutions for our clients. Our fast-growing team is spread across 13 locations around the globe, including Italy, India, Germany, UK, United Arab Emirates, the United States and Singapore. we are currently searching for a Technical Program Manager to join our team with a focus on the Italian Market The Technical Program Manager (TPM) is an energetic, highly organized multitasker, who possesses strong customer-facing skills. The TPM is responsible for managing client onboarding, ongoing client support, and client-related projects. To best serve our customers, the TPM should be knowledgeable about Kaleyra’s products and the SMS aggregation ecosystem. They will also need to juggle multiple concurrent client integrations while continuing to support their existing client roster. Key Responsibilities: Customer Relations Ability to establish, nurture and maintain effective relationships with clients Maintain regular communication with assigned customer groups and carriers (aka, serve as their day-to-day contact) Establish and maintain key technical/business contacts Understand mobile industry landscape, rules and regulations, and be able to educate and guide customers on the subject Project Management Responsible for post-sales implementation and technical setup, and delivery of off-the shelf products or custom solutions, depending on the customers’ needs. Create projects and work directly with developers and other technical team members to track progress, identify and resolve issues, and look for ways to accelerate delivery. Generate and present project status reports, performance reports, manage the project change process, manage client expectations, escalate issues that impact timing or budget as appropriate, obtain additional resources as needed, and identify opportunities for follow-on work or new projects Operations & Post-Implementation Support Manage moderately complex technical aspects with assigned customers Manage internal resources that contribute to internal/external projects Experience in troubleshooting and managing production issues and working with offshore support teams Support internal sales/solution engineering teams in up-sell/cross-sell activities Requirements 3-5 years of proven experience in software engineering, systems engineering, hardware engineering, or technical product/program management experience Basic knowledge of HTTP/HTTPs, XML, SMPP, SOAP, JSON, REST APIs and scripting Exposure to databases/SQL, web-based products, or cloud solutions Change agent – able to foster change in an organization and encourage others Project management skills – ability to effectively organize and implement projects Detail oriented – strong attention to details – dot the “i’s” and cross “t’s” and deep-dive into an issue Sense of ownership – follow up and make sure that the issue or task is completed to the satisfactory of the client Problem solving / Troubleshooting skill – should be a problem solver and demonstrate the ability to methodically plan and execute a solution or project. Multi-tasker – should have the ability to manage multiple, moderately complex tasks and stay “on top” of things with minimal supervision Analytical/data modelling skill – ability to analyse reports or results of database queries with the goal of discovering useful information, suggesting conclusions, and supporting decision-making Experience working in retail or financial services (Mobile/Email/Social Media marketing) would be a plus Ability to travel up to 25% of the time based on client needs Fluent in Italian and English, with Spanish also desirable Benefits Work From Anywhere Training & Development Performance Bonus Job Summary ID: 1972CBDBD6 Department: Sales Type: full time