Manager - Customer Success

3 weeks ago

Mumbai, Maharashtra, India Sinch Full time
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.

We reach every phone on earth. From the lifechanging to the time-saving, we're helping our customers to interact with people like never before. For you, that means working in an environment that offers an incredible variety of exciting challenges, and the chance to impact how billions of people engage with their favourite brands. The dream of personalizing content to all 15 billion phones on the planet is no fairy tale

More than 150,000 businesses, including many of the world's largest companies and mobile operators, use Sinch's advanced technology platform to engage with their customers. Moreover, Sinch has been profitable and fast-growing since its foundation. Sinch's core values are Make it Happen, Dream Big, Keep it Simple and Win Together. These values describe how our global organization works and inspire every of our more than 5,000 employees across 55 different countries.

Our APIs and platform deal with over 145 billion engagements annually. Sinch, 2nd largest cPaaS and messaging provider in the world is looking for a Manager - Customer Success at its Mumbai (India) location.

Requirements

Looking for a professional with 3-6 years of relevant experience ongoing technical relationships with large enterprise clients. The resource will provide unrivaled product knowledge and proven skills to help customer streamline deployment and improve operations of Sinch India's solution/products.

Key result areas:

- Eagerness and ability to understand client needs and modify customer handling process in order to improve CSAT.
- Provide regular updates to the stake holders. A key measurement will be churn, and account growth.
- Single point of contact who can address ad-hoc product queries and suggest best practices and coordination of issue management and problem resolution.
- Work closely with internal teams to understand onboarding and go live of new use cases for channels like SMS, EMAIL, WHATSAPP, RCS.
- Willing to meet client, on monthly basis and when required.

Who are you:

- Experience working in SMS, WhatsApp, Email, Voice (Added advantage)
- Good Communication skills, Relationship building skills
- Presenting product information, addressing customer issues and helping the sales team with upsells
- Active listening, Customer service, Time management, Problem solving.
- Help company achieve higher customer satisfaction ratings through processes, data-driven reports and campaigns that maximize the value customers derive from our products.
- We are looking for a person who is proactive and not only reactive
- Drive monthly meetings internally and at the client end
- SPOC for your set of assigned clients and act as customer voice in the company.
- Experience of 3-6 years in customer success/service roles is preferred

Are you ready? Join us on our journey

Benefits

- Private Health Insurance
- Training & Development
- Hybrid

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