Dgm-gm - Customer Success

We are Sinch. Even if you don’t know us by name or recognize our logo yet, chances are you have used our products in one way or other. We are leading global communication Platform (cPaas) provider - the connector between the two through our messaging, voice and video solutions. By year end Sinch will be over 5000 employees in more than 50 countries with one of our engineering hub at Noida location.
Our APIs and platform deal with over 150 billion engagements annually. Sinch, 2nd largest cPaaS and messaging provider in the world is looking for a senior Customer Success talent at its Noida (India) location.

**Role overview**:

- We are looking for a customer-centric analytical thinker who has demonstrated identifying opportunities and help the customer grow leading to enhanced usage and engagement of the services in Enterprise solution industry.
- The Customer Success Manager (CSM) should possess a mixture of business development, consultative role and team co-ordination skills with a strong desire to do everything it takes to make the customer successful.
- Manage and maintain the client relationship, ensuring that all assigned Client accounts are obtaining value.
- Work closely to manage existing Client accounts and identify and develop new opportunities.
- This is a work from office role and job location is Sector 132, Noida.

**Key Result Areas**:

- Customer Lifecycle Management post-sales
- Facilitate deeper usage of product offering by creating easy to understand use-cases.
- Build and strengthen relationships with customers through technical support & ensuring consistent excellent post sales service support for all Sinch products and enhanced customer retention.
- Understanding the client's business (priorities, business levers, audience etc.), objectives, products, marketing strategies, competitors, operational sensitivities and technical capabilities
- Has strong data analytics expertise to be able to understand usage trends and create customer plan
- Monitoring performance metrics i.e. turn around time (TAT) and service level agreement (SLA) to measure and manage customer service effectiveness
- Ensuring culture of customer ownership in team through building and managing a competent customer success team and ensure high productivity and efficiency
- Strategically lead and develop a operational management team to enhance performance by setting clear accountable performance measures
- Create a culture and processes which achieve the business goals and objectives with regards to their customer service
- Drive better sales through service
- Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Board/Senior Stakeholder Peers
- Act as the Voice of the Customer across the organization
- Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities
- Coordinate with other cross functional teams like sales, network operations, product and engineering to improve customer service and business productivity.
- Work closely with regional sales team to support the clients.

**Eligibility Criterias**:

- Min 10-15 years of work experience into relevant portfolio.
- Should be a B.E/B.Tech/MBA from a recognized institute.
- Excellent communications skills, both verbal and written.
- Sound understating of the messaging domain.
- Extensive experiencing of managing operational customer success/ service teams.
- Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
- Proven Management and/or relationship management experience at a senior, strategic level role. o Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment.
- Influential relationships skills at all. Able to use these relationships to deliver service improvements.
- Desire to work collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment.
- High energy and a strong team player with collaboration across teams, functional areas, geographic areas.

Growth at Sinch is a second nature. And as Sinch grows, so do our people.
We encourage our employees to dream big and challenge themselves. And when it comes to career ambitions and opportunities, the sky is the limit for those who are ready to go above and beyond to make big things happen. It's all about hard work and big ambitions - no shortcuts And that's how we learn and grow together every single day.

**Benefits**:

- Private Health Insurance
- Paid Time Off
- Training & Development