Customer Onboarding Manager

Summary

Join Sinch as a Customer Onboarding Manager and ensure high-value customers experience immediate success. You will deliver exceptional onboarding experiences by educating customers, resolving technical issues, and facilitating seamless product adoption. Manage customer relationships from sales to implementation, clearly communicate setup requirements, and educate customers on Sinch's products and best practices. You will act as the single point of contact for customers, collaborating with various teams. Develop measurements to assess implementation success and build initiatives to drive successful product adoption. Finally, successfully transfer customer relationships to a customer success manager post-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

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

Benefits

• 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
• Take advantage of our free virtual counseling resources through our global Employee Assistance Program
• Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants
• Enjoy a generous paid time off program
• We offer paid parental leave and family planning support
• Our flexible remote work offerings allow you to work wherever you’re the most productive and successful
• Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice