Customer Onboarding Manager

Sinch is hiring a Customer Onboarding Manager to help set up high-value customers for immediate success through defined implementation processes.

As a Customer Onboarding Manager, you will deliver an outstanding onboarding experience which will include educating new customers, helping to tackle technical problems, and ensuring the smooth adoption of Sinch products.

• Own and handle 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 single point of contact for customer and as customer advocate internally throughout the onboard process.
• Collaborate with the sales, operations, product and engineering teams.
• Establish positive relationships with new customer stakeholders and deepen relationships with existing customer partners.
• Assist in developing measurements to help understand the impact of successful implementation.
• Build 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.

• 5+ years experience in the mobile or software industry
• University degree or equivalent experience.
• Basic telecommunications/mobile technology familiarity/technical knowledge
• Experience leading cross team (including Engineering, Billing, Operations and Sales) complex project management.
• At least a basic familiarity with the mobile industry and CAAS and CPAAS solutions.
• Project management knowledge/experience. Ability to define goals, tasks, dependencies and deliverables within established policies and standard practices.
• Must be self-motivated, possess high initiative level, and be decisive.
• Organizational skills — you'll be working with many customers, and you'll need to have expertise in place to keep all their needs organized.
• The ability to shift priorities quickly when vital.
• Must have an excellent customer demeanor and the ability to connect with all levels of management.
• Outstanding written communication skills.

At Sinch we “Dream Big”, “Win Together”, “Keep it simple” and “Make it Happen”. These values are our foundation for fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results.

Here at Sinch we embrace diversity and work to create an inclusive workplace where everyone can thrive. 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, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.

At Sinch, we are committed to following a recruitment process that is fair, objective, consistent, and non-discriminatory. We use pre-employment assessment to create an inclusive application experience to help foster diverse and high performing teams.

Even if you do not meet all job requirements, don't let that stop you from considering Sinch for the next step in your career. We are always looking for people that could help us pioneer the way the world communicates.

• STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
• CARE FOR YOURSELF: Take advantage of our free virtual counseling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
• TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you’re the most productive and successful. It’s what you do, not where you work, that matters.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

The annual starting salary for this position is between $90,000.00 - $105,000.00 per year. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications.
This position is also eligible for bonus. This role will be accepting applications until 07/17 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.