Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries. We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.
A PROUD HISTORY OF OVER 75 YEARS
FY22 REVENUE 10.4 BN USD
WE'RE PRESENT IN 66 COUNTRIES
OVER 1,400 ACTIVE GLOBAL CLIENTS
Job Title: API Customer Success Manager
Location: Saint Paul, MN.
Job Details
The API Customer Success Manager is responsible for coordinating and driving all API customer-related activities. This includes managing customer's requests to set up access to our API Products, and for technical assistance in our customer-facing environments. The API Customer Success Manager will track and monitor the requests through completion, while providing excellent service and support. This role must combine excellent organizational skills with an ability to deep dive into technical issues in order to effectively complete the necessary tasks to ensure success.
Responsibilities:
In-depth understanding of the customer life cycle and systems to enable new API Product access.
Become the subject matter expert with in-depth knowledge of our API products to quickly facilitate customer inquiries.
Fulfill requests to generate API keys and deliver them to customers, ensuring all setup activities are complete and the keys are functional prior to issuance. Validation requires using an HTTP client application (such as Postman) to test the connection to the API using the customer's configuration in a lower environment.
Coordinate security authorization setup, including MTLS certificate validation.
Communicate with customers and internal stakeholders on customer onboarding status.
Distribute and collect customer experience surveys for CSAT reporting.
Provide 1:1 support to business customers during their integration phase with API Products. Support comes in the form of answering customer questions about specific aspects of how each API works, investigating unexpected behavior to determine whether a reported issue is a user-error or a problem with the API, analyzing request and response payloads, and assisting the customer with any other API-related questions such as security mechanisms.
Facilitate prompt incident response with real-time collaboration between technical teams via email, chat conversations, and conference calls.
Ensure widespread API issues are proactively communicated to the affected stakeholders.
Create and iteratively improve API documentation based on customer question patterns and customer feedback.
Look for ways to improve customer support process and experience.
Basic Qualifications
Experience working with APIs from either a support, testing, documentation, or development standpoint
Experience directly supporting customers in a sales support or technical support capacity. This could be technical pre-sales or tech support. Does not need to involve the support of APIs.
Experience working with logs and analyzing http status codes via logging tools such as Kibana or Splunk
Experience documenting and utilizing ticketing systems such as JIRA, Microsoft Dynamics, or Service-Now
Preferred Qualifications
Testing or developing APIs
Customer-facing support for API products (Sales Engineer or Technical Support)
Strong understanding of ITSM and AGILE methodologies
Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.