Client Success Manager

The Role

The Client Success Manager (CSM) is responsible for supporting the client?s implementation and continued satisfaction with Sinch?s products. 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
? 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 cross ? departmentally
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.
? 1-3 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 is a plus
Personal Qualities
? An excellent communicator who can work with both commercial and technical contacts internally and externally
? Service minded
? A good relationship builder