Customer Onboarding Manager

Sinch • United States, GA

1d • $65,600 - $82,000 • Remote

About The Position

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 exceptional onboarding experience which will include educating new customers, helping to solve technical problems, and ensuring the smooth adoption of Sinch products.

Requirements

• 5+ years of experience in the mobile, telecommunications, software, or related technology industry.
• Bachelor's degree or equivalent practical experience.
• Foundational understanding of telecommunications, mobile technologies, and technical concepts.
• Experience leading complex, cross-functional projects involving teams such as Engineering, Billing, Operations, and Sales.
• Familiarity with the mobile industry, Communications Platform as a Service (CPaaS), and Communications APIs (CaaS/CPaaS) solutions.
• Project management experience with the ability to define goals, manage priorities, identify dependencies, and deliver successful outcomes within established processes.
• Self-motivated and proactive, with the ability to take ownership and make sound decisions in a fast-paced environment.
• Strong organizational skills with the ability to manage multiple customer relationships, projects, and competing priorities effectively.
• Adaptable and comfortable shifting priorities as business and customer needs evolve.
• Customer-focused mindset with the ability to build relationships and communicate effectively with stakeholders at all levels of an organization.
• Excellent written communication skills, with the ability to convey complex information clearly and professionally.

Responsibilities

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

Benefits

• Comprehensive market competitive medical, dental, and vision plans.
• Variety of supplemental plans.
• Telehealth access for all participants.
• Free virtual counseling resources through our global Employee Assistance Program.
• Roth and Pre-tax 401(k) options including an employer match.
• Generous paid time off program.
• Paid parental leave and family planning support.
• Flexible remote work offerings.
• Paid time off to support a volunteer program of your choice.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree