Customer Onboarding Manager

This is a fully remote position, open to applicants in Colorado, +2 more states.

📋 Description

• Sinch is seeking a Customer Onboarding Manager to facilitate the successful setup of high-value customers through established implementation processes.

• Manage and nurture customer relationships from the point of sale until successful implementation is achieved.

• Take charge of the onboarding process by clearly outlining account setup requirements and expectations to customers.

• Educate customers about Sinch’s products, their functionalities, and best practices to streamline adoption and set clear expectations.

• Document customer implementation needs, inquiries, and requests.

• Gain a comprehensive understanding of customers' business goals and operational objectives.

• Serve as the primary point of contact for the customer and represent their interests internally throughout the onboarding process.

• Collaborate effectively with sales, operations, product, and engineering teams.

• Build strong relationships with new customer stakeholders and enhance connections with existing ones.

• Contribute to the development of metrics to assess the impact of successful implementations.

• Create initiatives aimed at promoting effective product implementation.

• Rapidly assimilate and communicate product updates to both customers and internal teams as necessary.

• Seamlessly transition customer relationships to a customer success manager following the onboarding period.

⛳️ Requirements

• A minimum of 5 years of experience in the mobile, telecommunications, software, or a related technology sector.

• Bachelor’s degree or equivalent practical experience.

• Basic 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 capability to define goals, manage priorities, identify dependencies, and achieve successful outcomes within set processes.

• Self-driven and proactive, with the ability to take ownership and make informed decisions in a dynamic environment.

• Strong organizational skills to effectively manage multiple customer relationships, projects, and competing priorities.

• Flexible and comfortable with shifting priorities as business and customer needs change.

• Customer-centric mindset with the ability to form relationships and communicate efficiently with stakeholders at all organizational levels.

• Exceptional written communication skills, enabling the clear and professional conveyance of complex information.

🏝️ Benefits

• STAY HEALTHY: We provide comprehensive, competitive medical, dental, and vision plans, along with a variety of supplemental options tailored to your individual needs, including access to telehealth for all participants.

• CARE FOR YOURSELF: Utilize our free virtual counseling resources through our global Employee Assistance Program, recognizing that mental health is just as vital as physical health.

• SECURE YOUR FUTURE: Prepare for your future with our Roth and Pre-tax 401(k) options, which include an employer match for all participants.

• TAKE A BREAK: Benefit from a generous paid time off program, as we value work-life balance and understand that optimal performance requires time to rest and recharge.

• PUT FAMILY FIRST: We acknowledge that families come in various forms; hence, we offer paid parental leave and family planning support.

• WORK WHEREVER: Our flexible remote work options empower you to operate in the environment where you are most productive and successful. Your contributions matter more than your location.

• MAKE AN IMPACT: Contribute to your community and beyond by taking paid time off to engage in a volunteer program of your choice.