Onboarding Specialist II

Sinch’s vision is to connect every business with every customer, everywhere in the world. 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!

As an Onboarding Specialist II, you will play a critical role in ensuring a smooth and successful start for new customers by guiding them through implementation and early adoption of our platform. Managing a portfolio of onboarding projects, you’ll serve as the primary point of contact during the initial customer journey—hosting customer calls, delivering product walkthroughs, and coordinating tasks to keep implementation on track.

In this role, you’ll collaborate closely with Sales, Customer Success Managers, and Support teams to drive timely value realization and a seamless handoff experience. You’ll share enablement resources and best practices, maintain accurate records in CRM and success tools, and proactively monitor onboarding milestones. You’ll gather feedback from customers and internal stakeholders to identify improvement opportunities and help evolve onboarding workflows.

This is an ideal opportunity for a detail-oriented, customer-obsessed professional who excels at cross-functional coordination and is passionate about setting customers up for long-term success and providing a world-class customer experience.

• Customer
  
  Education:
  
  Effectively tailor education to meet specific customer needs.
• Strategic Customer Enablement:
  Build confidence in independently managing the onboarding process while mitigating risks and ensuring customer readiness.
• Building Customer Relationships:
  Develop deeper, trust-based customer relationships and be comfortable hosting calls and giving presentations.
• Meeting Planning, Execution & Status Updates:
  Host and drive meeting outcomes aligned with goals. Provide regular and timely order and project status updates to the customer.
• Resource Savvy:
  Confidently utilize internal and external resources to address stakeholder needs and manage business complexity.
• Overcoming Objections:
  Resolve client onboarding concerns and build trust.
• Problem Solver:
  Must be able to perform root cause analysis and figure things out without constant oversight

• A bachelor's degree and a minimum of 4 years of related customer facing experience in a customer onboarding or support role;
• Knowledge in Voice telephony (SIP Trunking, PSTN routing, Cloud Voice, Voice API, Ethernet circuit transport, UCAAS)
• Strong communication and interpersonal skills, and the ability to explain technical concepts to non-technical users.
• Detail-oriented, organized, and capable of managing multiple onboarding projects simultaneously.
• Proficient in CRM systems and onboarding platforms.
• Proficient in Microsoft Excel and Powerpoint

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. No matter…