Customer Success Manager

Summary

Join Sinch, a leading customer communications company, as a Customer Success Manager and become the primary point of contact for customer support, from onboarding to ongoing maintenance. You will manage day-to-day customer needs, act as a liaison between customers and internal teams, and proactively address issues and opportunities. Responsibilities include troubleshooting technical problems, resolving billing disputes, managing customer accounts, and conducting customer training. The ideal candidate possesses 3-5 years of experience in account management or customer support within the telecommunications industry, along with strong technical and interpersonal skills. Sinch offers a competitive salary, comprehensive benefits, and flexible remote work options.

Requirements

• Bachelor’s degree with business major or equivalent work experience
• 3-5 years of experience in Account Management/Customer Support, Telecommunications, Telecom Network or related experience
• Highly proficient in MS Software application, specifically, Excel, PowerPoint, Project, Word
• Superior Customer Services skills
• Strong interpersonal skills – ability to engage and work with multiple teams/functions
• Strong organizational skills with multi-tasking abilities and ability to work well in highly pressured situations
• Strong technical troubleshooting and problem-solving skills

Responsibilities

• Manage customers’ day-to-day needs to meet expectations and provide best customer experience with timely status updates; always keep the customer informed
• Act as primary point of escalation assistance for customers
• Act as liaison between customer and Sinch Voice internal partners e.g., Translations, NOC, Billing; escalating on customer behalf when necessary
• Schedule, facilitate and conduct customer calls as needed; Provides operational insight and participates in quarterly customer business reviews
• Maintain close working relationship with sales and product teams to understand customer types and all Sinch Voice products
• Proactively address customer issues, service and feature requests, growth opportunities, etc
• Address product/service inquiries by obtaining information from internal stakeholders and communicating back to customers
• Research and understand billing disputes/inquiries/updates; work with internal stakeholders in product, sales and billing teams to drive resolution and process applicable credits on identified billing discrepancies
• Work with the Client Services Analyst to monitor assigned customer trunk groups and take required action to maintain appropriate levels of capacity to support known forecasts and acceptable levels of margin
• Assist customers with TN inventory and ordering questions/issues; understand rate center coverage and overlays; work with Numbering Admin to obtain new inventory where none is currently available; set customer expectations for ordering timelines
• Send price updates/rate notification to Inbound customers and update rates accordingly; load new customer rates into legacy systems for MRC/NRC products and work with cross-functional teams to load rates for usage services; enter billing elements in TaSC for new or migrated customers
• Utilize reporting tools to address basic customer usage questions
• Work with Client Services Analyst to produce customer specific reporting requests and deliver to customers in a timely manner
• Provide assistance in fielding porting questions to the Local Number Porting (LNP) team
• Maintain customer profiles with accurate contact information and perform admin system maintenance and updates as requested; maintain accurate customer escalation list
• Field tax questions and issues to the internal tax team
• Educate customer on internal Sinch Voice processes, systems and portals, as well as any changes and upgrades to back office that may impact their business; Conduct customer training as needed
• Encourage and support customers in utilization of standard engagement procedures and tools, such as the Sinch Voice customer portal and escalation guidelines
• Participate in strategic planning sessions with internal Sinch Voice stakeholders, provide action plan and follow through on account related issues
• Focus on retention and identification of potential growth opportunities
• Perform outbound proactive calls to dedicated customers regarding product/service updates and other Inteliquent initiatives
• Embrace the Sinch Voice culture and participate in ongoing training, including staff meetings
• Perform other job-related duties as assigned

Preferred Qualifications

Experience with SalesForce desired

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
• Your mental health is as important as your physical health
• 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 value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation
• We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support
• Our flexible remote work offerings allow you to work wherever you are the most productive and successful
• It is what you do, not where you work, that matters
• Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice