Sr. Customer Success Manager
Sinch is a leading global provider of cloud- based communication and engagement services, offering solutions to enterprises and mobile operators. Sinch’s mobile communication services enable companies to quickly, securely, and cost-effectively communicate globally with customers and connected devices. Sinch’s solutions enable business-critical communications worldwide via mobile messaging services (SMS), video and voice services. Sinch has grown profitably since the company was founded in 2008. The Group is headquartered in Stockholm Sweden and has 30+ offices in over 20 countries, with over 1800 employees worldwide.
The Customer Success Manager ensures customers derive maximum value from their investments with us and fully leverage our products. Leverages deep business, industry, and product knowledge to partner with customers and guide them to accelerate business value and return from their investment of Sinch products and solutions. In this role, the Customer Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customer’s needs. Accountable for day to day client interaction and the execution of an exceptional customer experience across all business lines.
Responsibilities
- Partner with customers stakeholders to understand their goals, assess their capabilities and provide recommendations to help them accelerate achievement of their business and technology objectives.
- Develop an understanding and knowledge of customer’s products implementation and evangelize the capabilities of Sinch across all product lines.
- Demonstrate hands-on Sinch product knowledge by applying features and functions to customer business priorities.
- Proactively identify risks to the customer achieving their stated business goals and work with the account team to provide a risk mitigation plan.
- Deliver business value and innovation to a customer’s business by understanding customer’s key business challenges and potential for growth.
- Working collaboratively with the Account team in order to help customers achieve their business outcomes.
- When appropriate, recommend additional Sinch products amp; services and advisory experts needed to drive product adoption and customer success.
- Proactively communicate technical product changes and other relevant updates
- Constantly monitor customer health across all cross-fuctional touch points within the customer journey.
- Ensure the customer has an exceptional experience while driving outcomes for their business.
- Provide necessary health checks and reporting to ensure all SLA’s are being met and usage trends show customer adoption.
- Act as the customers first line of escalation
Requirements
- 5+ years of Customer Success experience managing strategic enterprise accounts with experience ideally within cloud communications (SMS messaging/video/voice) but other areas of telecommunications may also be considered
- Strong working knowledge of mobile and/or messaging space
- Data analysis to take a data driven approach to influencing and guiding customers and day to day decisions
- Exceptional verbal and written communication skills
- Proven ability to influence and collaborate with external and internal key stakeholders
- High energy level and self-motivated to exceed KPI goals
- Skilled at planning and accomplishing results
- Working knowledge of Saleforce.com and Microsoft office
- Ability to collaborate and be an effective team player
- Demonstrates strong work ethic as you work remotely be accountable and results driven