Sinch is pioneering the way the world communicates, and they are seeking a Customer Onboarding Manager to help set up high-value customers for immediate success. This role involves delivering an exceptional onboarding experience by educating new customers, solving technical problems, and ensuring smooth adoption of Sinch products.
Responsibilities:
- 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
Requirements:
- 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