Customer Experience Strategist

2 days ago

Noida, Uttar Pradesh, India Sinch Full time
Job Description

Sinch is a global leader in 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 life-changing to time-saving experiences, we're helping our customers interact with people like never before.

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.

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 one of our more than 5,000 employees across 60 different countries.

About the Role

We are seeking an experienced and customer-obsessed Chief Customer Officer 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 to lend leadership to the function and own Expansion & Growth with High NPS.

Key Responsibilities

  • Customer Success Motion to Unify Customer Experience: Spearhead customer success strategies to drive growth, Institutionalize Monthly / Quarterly Success & 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 internally create required collaboration and cadences to execute, Be the bridge function for customer feedback to improve products, Build & Execute Account Plans to drive Revenue Expansion Ratio and Solution Penetration.
  • Partner Success Motion to Create Depth with Technology Partners: Build and nurture strategic CX Tech ISV partnerships to complete their offering as well as co-create new outcomes, Build an indirect consumption channel through partnerships, Institutionalize Monthly / Success & Roadmap reviews to deliver deeper integration, Build joint go-to-market motion & cadence for embedded consumption.
  • Customer Support as Experience Enabler: 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.
  • Program Management for Customer Charters: Strengthen program management capability & cadence for key customer projects, Ensure timely and high-quality delivery of ongoing customer projects, Implement robust tracking and reporting mechanisms for customer charters, Institutionalize Delivery Excellence metrics.
  • Digital Sales Development: Incubate and grow digital sales team for building a low-touch customer motion, Develop team to create onboarding & 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.
  • Executive Leadership: Serve as a key member of the executive team, contributing to overall business strategy, Represent the voice of the customer in all strategic discussions, Collaborate closely with other C-level executives to align customer initiatives with company goals.

Requirements

  • 20+ years of experience in customer-facing leadership roles, preferably in the technology industry, preferably with CX / CRM / CPaaS companies.
  • Proven track record of driving customer success and revenue growth in tier 1 enterprise market segments.
  • Strong understanding of cloud, SaaS, and mobile engagement technologies.
  • Experience in building and managing strategic partnerships.
  • Experience in building the rhythm of business and executing collaborative cadence with stakeholders inside and externally.
  • Excellent leadership, communication, and interpersonal skills.
  • MBA or equivalent advanced degree preferred.

Earnings Estimate: $200,000 - $300,000 per year

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