Customer Onboarding Manager, Sinch
$65.6-82k
Cloud communications for businesses
Job no longer available
Cloud communications for businesses
1001+ employees
Job no longer available
$65.6-82k
1001+ employees
Company mission
To bring businesses and people closer through personalised engagement.
Role
Who you are
- 5+ years of experience in the mobile, telecommunications, software, or related technology industry
- Bachelor's degree or equivalent practical experience
- Foundational understanding of telecommunications, mobile technologies, and technical concepts
- Experience leading complex, cross-functional projects involving teams such as Engineering, Billing, Operations, and Sales
- Familiarity with the mobile industry, Communications Platform as a Service (CPaaS), and Communications APIs (CaaS/CPaaS) solutions
- Project management experience with the ability to define goals, manage priorities, identify dependencies, and deliver successful outcomes within established processes
- Self-motivated and proactive, with the ability to take ownership and make sound decisions in a fast-paced environment
- Strong organizational skills with the ability to manage multiple customer relationships, projects, and competing priorities effectively
- Adaptable and comfortable shifting priorities as business and customer needs evolve
- Customer-focused mindset with the ability to build relationships and communicate effectively with stakeholders at all levels of an organization
- Excellent written communication skills, with the ability to convey complex information clearly and professionally
What the job involves
- 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 exceptional onboarding experience which will include educating new customers, helping to solve technical problems, and ensuring the smooth adoption of Sinch products
- Own and manage 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 central point of contact for the customer and as a customer advocate internally throughout the onboard process
- Collaborate with the sales, operations, product and engineering teams
- Establish strong relationships with new customer stakeholders and deepen relationships with existing customer stakeholders
- Assist in developing measurements to help understand the impact of successful implementation
- Create 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
Our take
Over the course of well over a decade, Sinch has grown into an international service helping enterprise companies communicate with their customers over text, in-app video/voice messages, and other mobile channels. Used by Google, Tinder, Uber, and PayPal, among other marquee enterprise companies, most customers will have crossed paths with Sinch.
The company’s rise is due in part to an increased marketing focus on cultivating a highly personalised relationship between customer and brand. In part, too, it’s down to the surge in custom Sinch saw over recent years when more familiar channels of customer/brand communication went down. That seems to have settled now, but personalized messages, over text specifically, continues to play well among younger consumers.
It's going to prove a tough market to navigate going forward, though. Equally well-established competitors like Twilio, 8x8, and Link Mobility Group all have similar offerings. Sinch's foray into conversational AI will help them keep pace, as will their steady march of acquisitions, fundraising to fuel scaling efforts and partnerships with the likes of Salesforce.
Freddie
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (2 rounds)
Mar 2017
$14.8m
LATE VC
Apr 2016
$1.1m
SEED
Total funding: $15.9m
Company HQ
Stadshagen, Stockholm, Stockholm County
Leadership
Laurinda Pang
(CEO)Previously President of Global Customer Success and International / Wholesale Markets at Lumen Technologies. Was also Chair of the ITW | Global Leaders' Forum and Independent Director at Acacia Communications.
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