Chief Customer Experience Officer

1 week ago

Noida, Uttar Pradesh, India Sinch Full time
About Sinch
Sinch is a pioneering force in the rapidly evolving market for Communication Platforms as a Service (CPaaS) and mobile customer engagement. As a global leader, we empower businesses to connect with everyone on the planet within seconds or less through mobile messaging, email, voice, and video.

We have an unparalleled reach, touching every phone on earth. From life-changing innovations to time-saving solutions, we're helping our customers interact with people like never before. For you, this means working in an environment that offers an incredible variety of exciting challenges and opportunities to impact how billions of people engage with their favorite brands. The dream of personalizing content to all 15 billion phones on the planet is no longer a 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 inception. Our core values - Make it Happen, Dream Big, Keep it Simple, and Win Together - describe how our global organization works and inspire every one of our over 5,000 employees across 60 different countries.

About the Role
We are seeking an experienced and customer-obsessed Chief Customer Experience Officer (CCO) to join our executive team at Sinch India. The CCO will be the custodian of all customer initiatives and drive our customer-centric strategy across the organization. This role is critical in ensuring customer success, fostering innovation, and driving sustainable growth.

We're looking for a business leader and true stakeholder partner who can lend leadership to the function and own Expansion & Growth with High NPS. If you have a proven track record of driving customer success and revenue growth in tier 1 enterprise market segments, we want to hear from you.

Key Responsibilities
Our ideal candidate will spearhead customer success strategies to drive growth, institutionalize monthly/quarterly success and roadmap reviews with customers to deliver depth of engagement, develop and implement programs to increase expansion ratios and solution breadth, work closely with sales and product teams on upsell and cross-sell opportunities, unify customer experience across functions, and build account plans to drive revenue expansion ratio and solution penetration.

The CCO will also oversee the customer support organization to ensure high-quality, responsive service, implement best practices and technologies to enhance support efficiency, regularly review and improve support processes based on customer feedback, institutionalize customer satisfaction (CSAT) scores, strengthen program management capability and cadence for key customer projects, and ensure timely and high-quality delivery of ongoing customer projects.

Digital Sales Development
The successful candidate will incubate and grow a digital sales team for building a low-touch customer motion, develop a team to create onboarding and adoption of DIY self-sign-up customer segment, work with product and engineering teams to enhance self-service capabilities, measure self-serve DIY business growth, serve as a key member of the executive team contributing to overall business strategy, represent the voice of the customer in all strategic discussions, and collaborate closely with other C-level executives to align customer initiatives with company goals.

Qualifications
To succeed in this role, you'll need 20+ years of experience in customer-facing leadership roles, preferably in the technology industry, preferably with CX/Customer Relationship Management (CRM)/Communication Platforms as a Service (CPaaS) companies. You should have a strong understanding of cloud, SaaS, and mobile engagement technologies, experience in building and managing strategic partnerships, excellent leadership, communication, and interpersonal skills, and an MBA or equivalent advanced degree.

Estimated Salary: $120,000 - $180,000 per year

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