Customer Onboarding Manager

Customer Onboarding Manager

Sinch is pioneering the way the world communicates. More than 200,000 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!

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.

• 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.

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.

Our Hiring Process:

We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.

We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn't what you're looking for, please explore the other opportunities listed on our career page. No matter who you are, we hope you find an exciting path forward - hopefully with us!

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