Location: Manchester
Hours: Monday – Friday 1.00pm – 10pm GMT
Role Summary & Purpose
Responsible for consulting with clients regarding their cloud telephony system, providing solutions that improve efficiency and enhance the caller’s journey. You will present solutions in depth, considering end-to-end delivery from initial concept to going live. You will be the client's point of contact during the project, handling questions and providing proactive solutions.
Creating call flow maps, system insights, and suggesting additional audio and system features to improve caller experience are key aspects of this role. Experience across multiple platforms is preferred.
You will implement projects to bring your solutions to life and manage the post-sale technical delivery with support from the account manager. Projects are implemented through a multistage process to ensure seamless activation, which you will test, implement, and document.
Additional responsibilities include assisting the Pre-Sale team with technical system capabilities, supporting escalated implementation work, contributing to our KnowledgeBase, and helping with departmental workloads during peak times.
Responsibilities:
* Consulting with clients on alternative telephony solutions
* Creating detailed, client-friendly call flow maps
* Implementing and testing projects accurately for go-live
* Providing technical support to account management teams
* Training and support for complex cases
Required Experience:
* Experience in Implementation roles with cloud telephony or similar technologies
* Proficiency with portal-based telephony systems
* Experience supporting and consulting clients via phone or email
* Office-based work experience
* Ability to meet KPIs and metrics
* Confident use of CRM and Microsoft Office
* Number porting experience (preferred)
* Technical skills in Implementation
* Strong communication and administrative skills
* Excellent client presentation skills
* Ability to work under pressure and meet deadlines
* Team player with initiative
* Organized and detail-oriented
* Adaptability to fast-paced environments
About PHMG:
Founded in 1998, PHMG has become the world’s leading audio branding agency, working with 36,000 clients across 54 countries, including Samsung, Audi, and Adidas, as well as SMEs worldwide. We deliver creative copy, voice artistry, and exclusive Brand-Sound-Tracks to strengthen business identities in memorable ways.
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