Job details

Manager - Customer Success

Sinch is a global leader in the growing market for Communication Platforms as a Service (CPaaS) and mobile customer engagement. We are specialists in allowing businesses to reach everyone on the planet, in seconds or less, through mobile messaging, email, voice, and video.

We reach every phone on earth. From the lifechanging to the time-saving, we're helping our customers to interact with people like never before. For you, that means working in an environment that offers an incredible variety of exciting challenges, and the chance to impact how billions of people engage with their favourite brands. The dream of personalizing content to all 15 billion phones on the planet.

More than 150,000 businesses, including many of the world’s largest companies and mobile operators, use Sinch’s advanced technology platform to engage with their customers. Moreover, Sinch has been profitable and fast-growing since its foundation. Sinch's core values are Make it Happen, Dream Big, Keep it Simple and Win Together. These values describe how our global organization works and inspire every of our more than 5,000 employees across 60 different countries.

The essence of the role:

• We are looking for a customer-centric analytical thinker who has demonstrated identifying opportunities and help the customer grow leading to enhanced usage and engagement of the services in Enterprise solution industry.

• The Customer Success Manager (CSM) should possess a mixture of business development, consultative role and team co-ordination skills with a strong desire to do everything it takes to make the customer successful.

• Manage and maintain the client relationship, ensuring that all assigned Client accounts are obtaining value.

• Work closely to manage existing Client accounts and identify and develop new opportunities.

Key Responsibility Areas:

• Customer Lifecycle Management post-sales

• Carry targets for cross-selling and up-selling to the existing customers and ability to drive targets for usage, traffic and engagement for the whole team.

• Facilitate deeper usage of product offering by creating easy to understand use-cases.

• Understanding the client's business (priorities, business levers, audience etc.), objectives, products, marketing strategies, competitors, operational sensitivities and technical capabilities.

• Track customer health metrics and proactively address any issues to ensure customer satisfaction and retention.

• Develop feedback funnel and passing customer feedback to the engineering and product team to set the future direction of product development

• Build and maintain strong relationships with key stakeholders within customer organizations. You will be the primary touchpoint.

• Act as a trusted advisor, advocating for customer needs within Sinch to drive continuous improvement and product enhancements.

· Good experience in troubleshooting skills and providing a technical solution.

Skill Sets Required:

Must have min 8-10 years of relevant work experience into Customer Success role.
Should be B.Tech/B.E from a recognized institution.
RCA Management
Excellent presentation skills
Excellent communication skills to effectively communicate and deal with both internal and external customers.
Strong troubleshooting skills
High degree of initiative, dependability and the ability to work with little supervision.
Must have excellent work ethics.

Being you at Sinch:

We're a worldwide group of people, committed to diversity. We're working to offer an increasingly inclusive workplace wherever you are. No matter who you are, you'll be able to explore new career and growth options - sharing your voice, building your path and making it happen with us.

We’re proud to be an equal opportunity employer, and all qualified applicants will be considered to join our team regardless of race, colour, religion, gender identity or expression, sexual orientation, pregnancy, disability, age, veteran status, and more.

Your life at Sinch:

Being a Sincher is all about learning and being in pursuit of new challenges. Working in the offices, at home, or in a hybrid model, that means celebrating change and the unknown, rolling up your sleeves and seeing what impact you can have on the world. The only way is up, and you’ll be reaching for the opportunities that match where you want to take your career. It’s closer than you think.

Our expert teams are built from some of the most experienced in the industry. We employ people from all over the world, from all walks of life and from all backgrounds. We work together, feeding on our diversity to make us stronger, and we encourage each other to be the best we can be. Innovation drives us, and we challenge ourselves every day.

Are you ready? Join us on our journey!

Know more about us: www.sinch.com