Customer Success Manager

Sinch is a global leader in the growing market for Communication Platforms as a Service (CPaaS) and mobile customer engagement. We are specialists in allowing businesses to reach everyone on the planet, in seconds or less, through mobile messaging, email, voice, and video. With a presence in more than 50 countries, whether you know us or not, you’ve definitely used our tech. We reach every phone on earth, with over 147 billion conversations every year. 

We are seeking a Customer Success Manager for a 12-month fixed term contract where your primarily responsible for the onboarding of new carrier customers. You are tasked to drive our customer's digital journey whilst delivering excellent customer satisfaction and loyalty throughout their life cycle. Handling onboarding of new customers onto our core messaging platforms and other messaging ecosystems via a business discovery and engagement process. You will work with a portfolio of high value customers, getting to know their business goals and messaging objectives to uncover ways to grow their use of our products. You will be involved in the setup and demonstration of products, customer refresher training, growth opportunity identification and follow-up within a defined account portfolio.

Key responsibilities:

• Work alongside the Account Managers for the NZ Carriers, with a dotted line reporting into the Head of Business New Zealand.
• Be the primary contact for the onboarding of new customers through an established cadence that proactively addresses any roadblocks.
• Identify, communicate, and deliver ROI for our clients throughout the customer lifecycle.
• Provide valuable industry insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.
• Discover and establish a strong business to business relationship that positions Sinch as a trusted partner.
• Identify opportunities to grow customer message volumes and integrations with their systems and processes.
• Proactively propose optimisation on any automated communications, processes, dashboards, or workflows in which the digital experience rely on.
• Be the trusted partner for the customer on messaging application within their business, and product functionality to ensure expectations are met.
• Build multi-level relationships with key stakeholders and influence them positively.
• Provide customer insights and feedback to relevant internal teams/stakeholders for product and service improvements.
• Ensure a seamless customer experience across all business verticals with positive customer satisfaction. 
• This is a customer facing role and you will need to reach out to Customers to understand their 'use case' leaving the customer in a position whereby they feel confident and ready to use the service. You will continue to offer them training support throughout their life cycle should they need re training, or a new staff member starts. 
• Achieve monthly/quarterly/annual goals set by leadership.

The successful candidate will have proven experience in customer success or account management, ideally in a SaaS environment. You have a strong understanding of automated customer experience and have a passion for the digital transformation journey. You are technical literate and have experience with video demonstration, ideally in a similar customer centric, cloud software environment. You have a passion to build strong internal networks through influencing and trust, have excellent communication skills and the ability to manage multiple competing priorities simultaneously. You’re a creative and innovative in problem solving and providing solutions, with demonstrated ability to find growth opportunities within an account. While displaying the ability to work autonomously with a high level of self-motivation.

We dream big — for our company, our customers, and our employees — and we hire the best talent worldwide to help us bring our vision to life. We have a local presence in more than 60 countries — probably somewhere near you!

We are committed to building an engaged and talented workforce that represents an environment that is inclusive, supports flexibility and welcomes diversity.

Our values of Dream Big, Win Together, Keep it simple and Make it Happen are the foundation for fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results.

We value our team by offering:

• WHERE YOU WORK MATTERS: We understand the benefit of a flexible schedule where you can best impact both your personal and work life, so we offer a hybrid working arrangement, work from home set up reimbursement and a global mobility policy.
• PUT FAMILY FIRST: We know that building a family take priority, therefore we offer a generous parental leave program: 26 weeks salary for primary care giver and 4 weeks salary for secondary care giver
• CELEBRATE YOURESELF: By providing a day off for your birthday, we want you to take the time to celebrate the year you’ve had with your nearest and dearest.
• TAKE A BREAK: Enjoy a generous annual leave program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• STAY HEALTHY: Physical wellness supports mental wellness, so we offer a monthly fitness reimbursement allowance and other wellness programs
• TAKE THE NEXT STEP: Coaching and career development support, including access to a range of online professional development courses
• 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.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.
• TREAT YOURSELF: Access to Reward+ program that offers a wide range of discounts and deals across retail, entertainment and much more.

If you are looking for the next opportunity in your career and want to work for a certified “Great Place to Work”, growing tech company, then Apply Now.