Onboarding Specialist, Sinch
$82-102.5k
OTE
$65.6-82k
BASE
Cloud communications for businesses
Job no longer available
Cloud communications for businesses
1001+ employees
Job no longer available
$82-102.5k
OTE
$65.6-82k
BASE
1001+ employees
Company mission
To bring businesses and people closer through personalised engagement.
Role
Who you are
- A bachelor's degree and a minimum of 4 years of related customer facing experience in a customer onboarding or support role
- Knowledge in Voice telephony (SIP Trunking, PSTN routing, Cloud Voice, Voice API, Ethernet circuit transport, UCAAS)
- Strong communication and interpersonal skills, and the ability to explain technical concepts to non-technical users
- Detail-oriented, organized, and capable of managing multiple onboarding projects simultaneously
- Proficient in CRM systems and onboarding platforms
- Proficient in Microsoft Excel and Powerpoint
What the job involves
- As an Onboarding Specialist II, you will play a critical role in ensuring a smooth and successful start for new customers by guiding them through implementation and early adoption of our platform
- Managing a portfolio of onboarding projects, you’ll serve as the primary point of contact during the initial customer journey—hosting customer calls, delivering product walkthroughs, and coordinating tasks to keep implementation on track
- In this role, you’ll collaborate closely with Sales, Customer Success Managers, and Support teams to drive timely value realization and a seamless handoff experience
- You’ll share enablement resources and best practices, maintain accurate records in CRM and success tools, and proactively monitor onboarding milestones
- You’ll gather feedback from customers and internal stakeholders to identify improvement opportunities and help evolve onboarding workflows
- This is an ideal opportunity for a detail-oriented, customer-obsessed professional who excels at cross-functional coordination and is passionate about setting customers up for long-term success and providing a world-class customer experience
- Customer Education: Effectively tailor education to meet specific customer needs
- Strategic Customer Enablement: Build confidence in independently managing the onboarding process while mitigating risks and ensuring customer readiness
- Building Customer Relationships: Develop deeper, trust-based customer relationships and be comfortable hosting calls and giving presentations
- Meeting Planning, Execution & Status Updates: Host and drive meeting outcomes aligned with goals. Provide regular and timely order and project status updates to the customer
- Resource Savvy: Confidently utilize internal and external resources to address stakeholder needs and manage business complexity
- Overcoming Objections: Resolve client onboarding concerns and build trust
- Problem Solver: Must be able to perform root cause analysis and figure things out without constant oversight
Application process
- This role will be accepting applications until 10.5.26 at a minimum
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 personalised messages, over text specifically, continue 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.
Share this job