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. With a presence in more than 50 countries, whether you know us or not, you’ve definitely used our tech. We reach every phone on earth, with over 147 billion conversations every year.
We are seeking a Onboarding Specialist who will be primarily responsible for the onboarding of new SMB customers onto Sinch Engage, including basic integrations. You will be tasked to drive our customer's digital journey whilst delivering excellent customer satisfaction and loyalty throughout their life cycle.
You will handle onboarding of new customers onto our core messaging platforms and other messaging ecosystems via a business discovery and engagement process. You will work with a portfolio of customers, getting to know their business goals and messaging objectives to uncover ways to grow their use of our products. You will be involved in the setup and demonstration of products, customer refresher training, growth opportunity identification and follow-up within a defined account portfolio.
Key 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.
To be successful in this position you will possess the following skills and attributes:
- 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
We dream big — for our company, our customers, and our employees — and we hire the best talent worldwide to help us bring our vision to life. We have a local presence in more than 60 countries — probably somewhere near you!
We are committed to building an engaged and talented workforce that represents an environment that is inclusive, supports flexibility and welcomes diversity.
Our values of Dream Big, Win Together, Keep it simple and Make it Happen are the foundation for fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results.
We value our team by offering:
- 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.
If you are looking for the next opportunity in your career and want to work for a certified “Great Place to Work”, growing tech company, then Apply Now.
