Onboarding Specialist III

Sinch

6h • $85,000 - $100,000 • Remote

About The Position

As an Onboarding Specialist III, you will lead high-impact, complex onboarding engagements that set the foundation for long-term customer success. Acting as a strategic partner and trusted advisor, you’ll design and execute tailored onboarding plans that align with each customer’s unique business goals, industry context, and technical requirements.

In this role, you'll manage the end-to-end onboarding journey—from post-sale through activation—ensuring a seamless and value-driven experience that accelerates time to value and deepens product adoption. You’ll collaborate cross-functionally with Sales, Product, Customer Relationship Managers, and Support to deliver aligned outcomes, while proactively identifying and mitigating risks to customer satisfaction or engagement.

Beyond customer delivery, you’ll play a key role in continuously improving onboarding processes, contributing to content, playbooks, and tooling. As a senior team member, you’ll also share best practices and informally mentor peers, helping to elevate the onboarding function across the organization.

This role is ideal for a strategic, solutions-oriented onboarding professional who thrives in complex customer environments and is passionate about driving scalable success and organizational impact.

Requirements

• A minimum of 5 years related experience with a bachelor's degree; or 3 years and a master's degree; or a PhD without experience; or equivalent experience.
• Proven success leading onboarding engagements with multiple stakeholders.
• Excellent communication and project management skills, including the ability to navigate technical conversations and manage deadlines.
• Familiarity with onboarding and CS tools
• Demonstrated ability to improve internal processes, contribute to onboarding frameworks, and scale customer onboarding delivery.

Nice To Haves

• Basic telecommunications/mobile technology familiarity/technical knowledge
• At least a basic familiarity with the mobile industry and CAAS and CPAAS solutions.
• 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.
• Must have an excellent customer demeanor and the ability to communicate with all levels of management.

Responsibilities

• Customer Education: The practice of empowering customers through knowledge by providing clear, tailored information on products and services to enhance their understanding, satisfaction, and success.
• Strategic Customer Enablement: The effective onboarding of customers from contract signing through implementation launch by leveraging proactive planning, risk mitigation, and personalized guidance to ensure a seamless transition, customer delight, and long-term success.
• Building Customer Relationships: The strategic development of trust-based, long-term connections with customers through consistent engagement, empathy, and personalized support, driving loyalty and mutual value.
• Resource Savvy: The ability to effectively navigate both human and system resources to simplify business complexities, guide stakeholders, and ensure successful outcomes. This includes acting as a connector between internal and external stakeholders, identifying the necessary tools, processes, and information to address business needs efficiently.
• Overcoming Objections: The skill of identifying, addressing, and resolving customer concerns or hesitations in a manner that builds trust and confidence, ensuring the client feels heard and their needs are met while aligning with the business objectives.

Benefits

• 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 counselling 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 are the most productive and successful. It is 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level