Manager - Customer Success - job 1 of 2

As a Manager - Customer Success at Sinch, your main responsibilities include maintaining ongoing technical relationships with large enterprise clients, providing product knowledge, improving customer satisfaction through data-driven strategies, and acting as the single point of technical contact for your assigned clients. You'll also coordinate issue management and problem resolution while collaborating with engineering and sales teams.

To qualify for the Manager - Customer Success position at Sinch, candidates should have 3-6 years of experience in customer success or service roles, alongside strong communication skills, relationship-building capabilities, and a proactive approach to client management. Knowledge of communication APIs such as SMS, WhatsApp, and voice is a significant advantage.

At Sinch, customer success is measured through key metrics such as customer satisfaction (CSAT), account growth, and churn rates. The Manager - Customer Success is expected to develop strategies that directly influence these metrics by providing value to clients and enhancing their overall experience with Sinch's products.

Working as a Manager - Customer Success at Sinch offers a dynamic and collaborative environment. With over 5,000 employees across 55 countries, you'll be part of a team that embraces the core values of Dream Big, Keep it Simple, and Win Together, allowing for personal and professional growth while tackling exciting challenges.

As a Manager - Customer Success at Sinch, there are numerous growth opportunities. The role allows you to enhance your expertise in customer engagement, deepen your technical knowledge of CPaaS solutions, and develop leadership skills by driving internal initiatives and collaborating cross-functionally with different departments.

When addressing this question, focus on specific experiences where you've successfully managed customer relationships and the strategies you employed to enhance engagement and satisfaction. Highlight key metrics of success.

Explain how you assess the urgency and importance of tasks based on customer needs and company goals. Provide examples of any tools or strategies you use to stay organized and effective.

Discuss your approach to understanding customer feedback, identifying areas for improvement, and implementing solutions. Mention any data-driven methods you use to measure success in enhancing customer satisfaction.

Share techniques you've used to resolve conflicts effectively, including active listening, empathy, and problem-solving approaches. Illustrate this with a real-life example if possible.

Talk about your understanding of the customer's business and how you identify opportunities for upselling or cross-selling based on their needs. Describe any successful experiences you've had in this area.

Provide a clear example of a technical issue you faced, the steps you took to resolve it, and the positive outcome that resulted from your actions. Highlight your technical knowledge and problem-solving skills.

Explain your methods for collecting feedback, such as surveys or direct communication. Discuss how you analyze this feedback to inform decisions and improve service delivery.

Describe a specific project where you played a critical role in achieving success, including your objectives, the challenges you faced, and how you overcame them. Focus on your ability to lead and collaborate.

Discuss any CRM tools you're familiar with, your experience in using them to manage client relationships, track communication, and analyze customer data to improve services.

Articulate your enthusiasm for working at Sinch by connecting your skills and experiences to the company’s mission and values. Share what excites you about contributing to customer success and working within such an innovative environment.