Customer Success Senior Executive
4 weeks ago
Sinch, a leading CPaaS and messaging provider, is seeking a Customer Success Senior Executive to champion the success of its customers. This role will be instrumental in articulating customer success stories and driving business growth.
The essence of the role
As a key member of the Sinch team, you will collaborate with external and internal stakeholders to achieve objectives. Your primary focus will be on driving sustained business growth and profitability by maximizing customer value and analyzing customer data.
Key responsibilities
- Drive business growth and profitability by maximizing customer value and analyzing customer data.
- Carry targets for activations, onboarding, and cross-selling/up-selling to new and existing customers.
- Provide guidance on purchasing decisions and facilitate the onboarding of new services and products.
- Directly responsible for business growth by scaling activations, onboarding, traffic, product, and services adoption.
- Conduct product demonstrations for clients and contribute to relationship-building efforts.
- Address customer problems promptly and ensure their satisfaction throughout their engagement with Sinch.
- Set clear client retention objectives and establish milestones for both clients and employees to achieve.
- Monitor and address customer complaints and concerns to continuously improve their overall experience.
Requirements
Education Qualification
- Graduate degree in engineering, computer science, or a related field.
Experience
2+ years of experience in support, operations, or customer success in a SaaS or software product company.
Relevant experience/skills required:
- Experience in handling customers for onboarding, activations, and retention for a tech product.
- Outstanding communication skills with a talent for nurturing positive business relationships.
- Strong sense of accountability and organizational skills.
- Good experience in troubleshooting skills and providing a technical solution.
- Familiarity with customer support tools, such as Zendesk, JIRA, or Salesforce.
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