Onboarding Specialist

Summary

Join Sinch, a global leader in Communication Platforms as a Service (CPaaS), as an Onboarding Specialist! You will be responsible for onboarding new SMB customers onto Sinch Engage, focusing on basic integrations and driving customer satisfaction. This role involves handling onboarding processes, building strong customer relationships, and providing training and support. You will also identify growth opportunities and provide valuable industry insights. The ideal candidate possesses proven experience in a customer-facing SaaS role, excellent communication skills, and strong problem-solving abilities. Sinch offers a flexible remote work environment and various benefits, including generous paid time off, comprehensive medical insurance, and a monthly home internet allowance.

Requirements

• Proven experience in a customer-facing role within a SaaS environment, preferably in Customer Success, Professional Services, or post-sales account management
• Excellent communication and interpersonal skills, capable of building trust with customers
• Proven experience being a doer and taking a programmatic approach to account management, proactively finding insights and executable actions
• Resilient and adaptable, especially in a fast-paced startup environment
• Strong problem-solving abilities, able to simplify complex issues for customers
• Experience in working with various teams to achieve customer outcomes (Marketing, Finance, Product, Sales, Support)
• Deep understanding of Customer Success SaaS technology, like CRM, Salesforce, Gainsight, Outreach, Front, Apollo, Tableau, or others

Responsibilities

• Work alongside the SMB sales team and be the primary contact for the onboarding of new customers through an established customer experience journey that proactively addresses any roadblocks
• Discover and establish a strong business to business relationship that positions Sinch as a trusted partner
• For SMB/SB customers, low-touch onboarding process includes self-serve and referring customer to useful resources and online trainings
• Through a pre-defined 90 day program of work: you will need to work with Customers to understand their 'use case' leaving the customer in a position whereby they feel confident and ready to use the service. You will continue to offer them training support throughout their life cycle should they need re training, or a new staff member starts
• Provide valuable industry insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
• Identify opportunities to grow customer message volumes and integrations with their systems and processes
• Proactively propose optimization on any automated communications, processes, dashboards, or workflows in which the digital experience rely on
• Initiate Proactive client check-ins (first 90 days)
• Be the Firstpass after-sales support for new business (first 90 days)
• Provide customer insights and feedback to relevant internal teams/stakeholders for product and service improvements
• Become a SME for all basic integrations including Hubspot, Shopify and Klaviyo to name a few

Benefits

• WORK FROM HOME: Our flexible remote work offering allows you to work from home, where you can be the most productive and successful
• CELEBRATE YOU: By providing a day off for your birthday, we want you to take the time to celebrate the year your have had with your nearest and dearest
• TAKE A BREAK: Enjoy a generous annual leave program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation
• STAY HEALTHY: We offer comprehensive market competitive medical insurance. A variety of supplemental plans are also provided to meet your individual needs
• STAY CONNECTED: Receive a generous monthly home internet allowance
• CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health