Customer Success Strategist

4 weeks ago


Noida, Uttar Pradesh, India Sinch Full time

At Sinch, we seek a seasoned Customer Success professional to champion the success of our customers. Your unparalleled expertise in business development and solutions in tech products will be instrumental in driving sustained business growth and profitability. You will be responsible for analyzing customer data to enhance their experience, scaling traffic, product, and services adoption, and providing guidance on purchasing decisions.

About the Role

As a key member of our team, you will collaborate with cross-functional teams to conceive, develop, and launch products aligning with our company's overarching vision and strategy. Your role will be critical in articulating customer success stories, which will shape the future of our organization.

Responsibilities

  1. Drive sustained business growth and profitability by maximizing customer value and analyzing customer data to enhance their experience.
  2. Directly responsible for the growth of the business by scaling traffic, product, and services adoption.
  3. Provide guidance on purchasing decisions and facilitate the onboarding of new services and products.
  4. Responsible for conveying customer trends and behavior to the sales, marketing, and product teams.
  5. Conduct product demonstrations for clients and actively contribute to relationship-building efforts.
  6. Implement new programs aimed at increasing revenue potential and reducing churn rates.
  7. Address customer problems promptly and ensure their satisfaction throughout their engagement with us.
  8. Set clear client retention objectives and establish milestones for both clients and employees to achieve.
  9. Assist customers in setting up and navigating programs or software, emphasizing the value of our products and services.
  10. Monitor and address customer complaints and concerns to continuously improve their overall experience.

Requirements

  • Graduate degree in engineering, computer science, or a related field.
  • Postgraduate degree in business management.
  • 13+ years of experience in business development and solutions in tech products.
  • Minimum 5 years in leading Customer Success profiles of tech products.
  • Proficiency in leveraging brand image and enhancing value through exceptional customer experiences.
  • Outstanding communication skills with a talent for nurturing positive business relationships.
  • Technical aptitude relevant to the product or service being offered.
  • Strong sense of accountability and organizational skills.
  • Experience in managing diverse teams and providing training aligned with company standards.


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