Customer Onboarding Manager

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