Customer Onboarding Manager

Sinch is hiring a Customer Onboarding Manager to help set up high-value customers for immediate success through defined implementation processes.

As a Customer Onboarding Manager, you will deliver an outstanding onboarding experience which will include educating new customers, helping to tackle technical problems, and ensuring the smooth adoption of Sinch products.

Responsibilities

• Own and handle customer relationships from the point of sale through successful implementation.
• Take ownership of the onboarding process:
• Clearly communicate account setup requirements and expectations with customers
• Educate customers on Sinch’s products, capabilities, and best practices to simplify adoption and align expectations.
• Record customer implementation needs, requests, and questions.
• Develop a deep understanding of customers' business and operational objectives.
• Act as single point of contact for customer and as customer advocate internally throughout the onboard process.
• Collaborate with the sales, operations, product and engineering teams.
• Establish positive relationships with new customer stakeholders and deepen relationships with existing customer partners.
• Assist in developing measurements to help understand the impact of successful implementation.
• Build initiatives that help to drive successful product implementation.
• Quickly pick up and disseminate any updates to the product, both to your customers and to your internal teams as needed.
• Successfully transfer your customer relationships to a customer success manager after onboarding.

Requirements

• 5+ years experience in the mobile or software industry
• University degree or equivalent experience.
• Basic telecommunications/mobile technology familiarity/technical knowledge
• Experience leading cross team (including Engineering, Billing, Operations and Sales) complex project management.
• At least a basic familiarity with the mobile industry and CAAS and CPAAS solutions.
• Project management knowledge/experience. Ability to define goals, tasks, dependencies and deliverables within established policies and standard practices.
• Must be self-motivated, possess high initiative level, and be decisive.
• Organizational skills — you'll be working with many customers, and you'll need to have expertise in place to keep all their needs organized.
• The ability to shift priorities quickly when vital.
• Must have an excellent customer demeanor and the ability to connect with all levels of management.
• Outstanding written communication skills.

Benefits

• STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
• CARE FOR YOURSELF: Take advantage of our free virtual counseling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
• TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you’re the most productive and successful. It’s what you do, not where you work, that matters.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

If you’re looking for the next opportunity in your career and want to work for a growing tech company, then apply now!

The annual starting salary for this position is $80,000 - $95,000. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications. This position is eligible for commissions in accordance with the terms of the Company’s plan. Commissions for this position are estimated to be $30,000 annually and are based on performance. This role will be accepting applications until August 26th, 2024 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.