Job Role

Service Delivery Executive

Location

Mumbai

Experience

3–5 years

Key Responsibilities

Customer Onboarding & Implementation

- Manage end-to-end onboarding of enterprise customers and partners.
- Configure customer accounts, channels, routing, templates, and platform settings.
- Coordinate with Product, Presales, Support, and Engineering teams to ensure timely deployment.
- Execute solution provisioning activities and customer setup requirements.

API Integration & Technical Support

- Provide technical guidance for API integrations across WhatsApp, RCS, Email,Viber
- Support customers during API testing, UAT, and production deployment.
- Troubleshoot API-related issues including authentication, webhooks, callbacks, delivery reports, and message routing.
- Assist customers in understanding platform capabilities and integration best practices.

Technical Demonstrations & Enablement

- Conduct product demonstrations for customers, partners, and internal teams.
- Support Presales teams during technical discussions and proof-of-concepts.
- Prepare technical documentation, implementation guides, and onboarding materials.
- Deliver customer training sessions and knowledge transfer activities.

Operations & Service Management

- Monitor onboarding projects and ensure adherence to SLAs.
- Collaborate with carrier, platform, and support teams to resolve operational issues.
- Maintain service quality and customer satisfaction through proactive communication.
- Manage escalations and coordinate resolution with cross-functional teams.





Reporting & Process Improvement

- Maintain accurate records of onboarding activities and customer deployments.
- Prepare operational reports and implementation status updates.
- Identify opportunities to improve processes, automation, and customer experience.
- Contribute to operational best practices and standard operating procedures.

Required Skills & Qualifications

Education

- Bachelor’s Degree in Engineering, Computer Science, Information Technology, Telecommunications, or related field.
- Master’s Degree (MBA, M.Tech, MSc, or equivalent) preferred.

Experience

- 3–5 years of experience in Technical Operations, Implementation, Customer Success, Technical Support, or CPaaS environments.
- Experience working with APIs, messaging platforms, or SaaS solutions.
- Exposure to enterprise customer onboarding and solution deployment.

Technical Skills

- Familiarity with Postman, API testing tools, and troubleshooting methodologies.
- Experience with CRM, ticketing, and monitoring tools.

Soft Skills

- Excellent communication and presentation skills.
- Solid customer-facing and stakeholder management abilities.
- Ability to manage multiple projects and priorities simultaneously.
- Analytical mindset with strong problem-solving capabilities.
- Self-driven, proactive, and detail-oriented.
- Customer satisfaction (CSAT).
- Reduction in onboarding and implementation escalations.
- Successful delivery of demos, POCs, and go-live projects.

Email

[email protected]

📌 Service Delivery Executive (India)
🏢 route mobile
📍 India