Sr Content Customer Specialist

Sinch • Atlanta, GA

64d • $120,000 - $150,000 • Remote

About The Position

Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal , Visa, Tinder, and many others — rely on Sinch's Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email. Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey. At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation! The Sr. Content Customer Specialist will work as a part of the Project Helios project team to rethink the ways in which Cricket communicates with its customers. In this role you will be tasked with auditing and documenting all existing Cricket customer touchpoints and customer journeys in this Discovery Phase. This inventory will include all service, billing, Care, compliance and marketing level customer communications in channels including SMS, MMS, email and push notifications. You will use internal documentation, stakeholder interviews, existing business rules and testing approaches to identify potential gaps and redundancies in the current customer communications landscape.

Requirements

• Have 5+ years experience as a strategist working with enterprise brands
• Have CRM background - using mobile messaging, email, or other DM channels
• Solid listener, strong communicator - verbal, written, presentation
• Highly organized
• Self-starter
• Basic working knowledge of multi variant campaign testing
• This is a remote opportunity, but candidates must reside near one of our hub locations for occasional collaboration: Atlanta, GA; Chicago, IL; San Antonio, TX; Denver, CO

Responsibilities

• Work across a variety of client business units, stakeholders and client partners to catalogue all existing customer touchpoints and business requirements.
• Interview Cricket stakeholders and partners to document audience segmentation/targeting approaches, testing parameters, cadences, and legal/compliance requirements.
• Map customer journey matrixes based on criteria like rate plan, tenure, number of lines and features on the account.
• Be an expert at understanding client challenges, consumer insights and customer journeys.
• Have the ability to analyze and organize information using CRM principles.
• Have strong communication and presentation skills; able to communicate a strategic point of view that is compelling and easily understood.
• Work alongside other project team members to develop a consolidated and cohesive analysis of the current customer touchpoint landscape.
• Participate in Phase 2 definition

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
• Education Level: No Education Listed