Client Success Manager

The Role
The Client Success Manager (CSM) is responsible for building more value faster for our customers and Sinch. This will involve understanding our products, the sales process, supporting client implementation and roll out of different services. The CSM can measure success by increasing customer adoption and happiness with Sinch services, speeding up roll out and reducing churn from key customers. In parallel with coordinating the partner launches, the Client success manager will build a smooth, fast and successful onboarding process, and over time an account manager team.

Core Responsibilities
Adding Value to our customers and to Sinch – Happy customer = more value.

Coordinate activities to drive client success and thus Sinch success
Facilitate a successful transition from Implementation to Launch and support the client?s drive towards self-sufficiency
Create a tailored plan to ensure client success defined by Sinch specific metrics for churn and successful client growth
Drive process to ensure the successful day-to-day partner deliveries
Educate Sinch staff and customers on product specifics, self-service tools/portal, release process to ensure a successful partnership and the correct expectations management
Partner with Sales as well as other Sinch teams to ensure alignment on goals.
Build internal process for the above together with Sales, Finance, Procurement Engineering and Operations
Maintain expert level knowledge of the Sinch products and specific requirements for a successful launch.
Work to identify potential upsell opportunities and be an advocate for customer needs
Requirements
The ideal candidate will be confident, results oriented, well spoken, analytical, and have a strong interest in growing their skills and career in technology.



Experience
3 years + working in a client-facing technology role
Minimum 3 years project management experience, or experience from a similar role
Comfortable working in a fast pace, continuous delivery environment
Excellent written and verbal communication skills
Client Success Management experience very helpful
Personal Qualities: -
An excellent communicator who can work with both commercial and technical contacts internally and externally
Service minded
A good relationship builder