About the Role
The role involves onboarding new clients, monitoring API usage, troubleshooting issues, and acting as a trusted contact for French-speaking customers using API services.
Responsibilities
- Onboard new clients using API platforms
- Serve as primary point of contact for French-speaking customers
- Monitor client API usage and adoption
- Identify and resolve technical or integration issues
- Provide guidance on best practices for API implementation
- Track customer health and satisfaction metrics
- Escalate technical problems to engineering teams when needed
- Coordinate with sales and support teams for seamless service delivery
- Conduct regular check-ins with clients to assess needs
- Support renewal and upsell opportunities through strong relationships
- Document client interactions and case resolutions
- Gather and share customer feedback with product teams
- Assist in creating client onboarding materials
- Respond to service inquiries within defined SLAs
- Maintain accurate customer records in CRM systems
- Educate clients on new API features and updates
- Identify risks to customer retention and propose solutions
- Participate in cross-functional meetings for service improvement
- Ensure compliance with data privacy and security standards
- Follow up on service outages or performance issues
- Support trial customers through proof-of-concept phases
- Track and report on customer success KPIs
- Promote self-service tools and documentation
- Assist in translating technical content when necessary
- Stay current with API product roadmap and updates
Nice to Have
- Prior experience in API or developer-focused customer roles
- Knowledge of telecommunications or cloud communications platforms
- Familiarity with French-speaking markets in Europe or Canada
- Experience with technical documentation or knowledge bases
- Background in software development or engineering support
Compensation
Competitive salary with benefits
Work Arrangement
Hybrid or remote options available
Team
Collaborative team focused on API client support and success
Why This Role Matters
Clients rely on timely, accurate support to integrate and scale API solutions effectively. This role ensures French-speaking customers receive dedicated assistance, improving retention and satisfaction across key markets.
What You’ll Achieve
You will directly influence customer outcomes by guiding onboarding, reducing time-to-value, and fostering long-term engagement with API products used globally.
Available for qualified candidates
