Keanan Haupt

Experience

• 

  Clickatell

  Feb 2019 - now

  - Know every detail of Clickatell business and understand how enterprise solutions are managed and secured.- Support the sales & account management team in selling the Clickatell value proposition through product and solution knowledge.- Understand the business problem, capture the client requirements and develop high-level solution for input to sales proposals.- Map customer requirements with product fit and map customer journeys.- Create solutions leveraging Clickatell capabilities to address customer needs.- Design, develop and improve on customer experience around the Clickatell solution offerings.- Collaborate with internal stakeholders around customer solutions for sales enablement- Programme Management: Product Features for road map items and prioritisation.- Product: providing collateral on product solutions;- Product Marketing: providing input on sales collateral.- Accelerate adoption of solutions offerings within the Clickatell customer base. Pre-Sales Solution Architect- Provide advanced solution selling support to the sales & account management team.- Provide product demonstrations.- Guide and advise Technical Account Management team on implementing designed solutions.- Assist with developing best practice application of Clickatell solutions.- Responsible for developing collateral and delivering on RFI/RFP requirements Show less - Build an in-depth understanding of Clickatell’s products, becoming the resident specialist.- Work with business areas to develop company-wide understanding of products.- Provide recommendations to Product Managers for possible product enhancements.- Work with technical writers, providing input into and reviewing product documentation to ensure itis technically accurate, comprehensive, and useful to its intended audiences.- Use thorough understanding of Clickatell’s products to assist with technical queries.- Contribute to the design and development of training programmes for different stakeholders.- Collate, create, edit, and maintain high quality product training material for internal and externalaudiences.- Ensure structured planning and delivery of training sessions for customers and employees- In collaboration with HR, Technical Writers, and other Product Specialists, establish and maintain theClickatell Training Academy, including the creation of curricula and training collateral required.- Use training results and feedback to elicit training and documentation needs for customers andemployees.- Assist with planning and developing user content over and above traditional methods such asdemo scripts, how to video clips, online help. Show less - Work closely with the Product Manager to meticulously document feature and product requirements, encompassing user stories, acceptance criteria, and business rules.- Engage in Product grooming sessions alongside the development and UX Design teams, facilitating thepresentation of new features and ideas.- Regularly update the competitive analysis document to ensure alignment with market competitors, while proactively suggesting new concepts for features and functionality to maintain a competitive edge.- Collaborate effectively with the Documentation & Training team to verify the accuracy of all user-facing documentation. Show less - Address customer technical inquiries, either resolving them directly or escalating to relevant departments for prompt resolution.- Maintain ongoing updates and follow-ups on priority tickets to ensure timely resolution.- Attain agreed-upon goals and contribute to company-wide objectives.- Meet productivity and performance targets outlined in individual contracts.- Ensure accurate categorization of cases for Business Intelligence reporting purposes.- Develop comprehensive process documentation to streamline operations.- Prepare and distribute Daily Handover reports to facilitate seamless transitions between shifts. Show less

  • Pre-Sales Solutions Architect

    Aug 2024 - now

  • Product Specialist

    Nov 2022 - Aug 2024

  • Product Development & Process Specialist

    Feb 2022 - Oct 2022

  • Technical Support Agent

    Feb 2019 - Jan 2022