Customer Upgrades Manager

Commify is at the forefront of making business communications brilliant across the globe. Our innovative approach leverages cutting-edge technologies including SMS, WhatsApp, Email, and VOIP, enabling over 60,000 businesses to communicate effectively with their customers. Our team thrives on collaboration and a commitment to excellence, and we are expanding our product portfolio to meet the dynamic needs of our customers.

As a part of our ambitious growth initiative, we are seeking a Customer Upgrades Manager to spearhead the upgrades process for our esteemed client base. This role is pivotal in ensuring that our customers benefit from the latest features and enhancements of our products, leading to improved service delivery and customer satisfaction.

Requirements

The Customer Upgrades Manager plays a crucial role in ensuring that customer upgrades and enhancements are executed seamlessly. This involves effectively managing timelines, allocating all necessary resources, and maintaining transparent communication with stakeholders to keep them updated on the progress of upgrades.

The perfect candidate will have a deep understanding of software upgrades, customer experience, and project management. Excellent interpersonal skills are essential to build strong relationships with both customers and internal teams, ensuring smooth transitions throughout the process.

Key Responsibilities:

• Lead a dynamic team of both technical and non-technical professionals to drive an upgrade program that transitions our valued customers onto our cutting-edge platform.
• Serve as the go-to expert during the hypercare/warranty phase, effectively managing escalations and addressing customer inquiries and concerns related to the platform and upgrades.
• Collaborate with analysts to gather and evaluate data from diverse touchpoints, pinpointing issues and delivering actionable insights to enhance customer satisfaction and loyalty throughout the upgrade experience.
• Partner with Product teams and key stakeholders across the organization to establish and uphold the prerequisites and criteria for successful customer upgrades.
• Establish and prioritise features to ensure that all functionalities are clearly understood and well-defined for the product teams to integrate seamlessly.
• Collaborate closely with Product, Architecture, and Engineering teams to guide the technical teams on upgrade strategies, particularly regarding data and API enhancements.
• Engage with teams across the organization, including Customer Success, Product Marketing, and Learning & Development, to define business readiness criteria while producing training and support documentation for upgrades.
• Continuously monitor and report on project progress, addressing any issues as they arise to guarantee seamless project delivery.
• Gather feedback from customers after upgrades and identify areas for improvement to refine future upgrade processes.

Experience:

• Proven track record as an upgrade manager overseeing the successful delivery of customer upgrades
• Ideally a familiarity with CPaaS platforms and API technologies is a plus
• Experience collaborating with a diverse range of both technical and non-technical teams
• A background in product delivery environments would be advantageous
• Strong skills in stakeholder management, leading the charge on requirements gathering and feature exploration
• Experience with software-based products, particularly in a SaaS context, throughout the entire delivery lifecycle
• Employing empirical methods to guide decision making
• Exceptional written and verbal communication skills tailored for both technical and non-technical audiences
• Ability to convey and share a compelling vision; inspiring those around you to align and engage
• Demonstrable experience in impact analysis to support informed decision making

Benefits

• Competitive Salary (£65 - 75,000)
• Company Bonus Scheme based on performance 
• Private Healthcare & Dental
• 27 days annual leave plus Bank Holidays
• Birthday off work
• 5% employer pension contribution
• Death in service (4x salary)
• £350 Christmas voucher
• Monthly/quarterly socials
• Training & Development opportunities
• Hybrid working