Customer Success Manager III

Sinch India; Dadri; On-site; INR 1,500,000 - 3,500,000; Full time

Job summary

Sinch India seeks a senior customer success leader to drive retention and growth with enterprise clients. You will own strategic relationships, coordinate with sales, product, and engineering, and shape service delivery to maximise value.

You will mentor teams, design processes to improve first contact resolution, and ensure SLA adherence while identifying opportunities for up-sell and cross-sell through customer insights.

Qualifications

• 10+ years of relevant working experience.
• Excellent verbal and written communication.
• Sound understanding of the messaging domain.
• Strong strategic and customer focus with a senior relationship management track record.
• Proven ability to exceed targets and manage KPI/SLA in a quality-led environment.
• Ability to handle multiple projects in a fast-paced setting.

Responsibilities

• Drive Up-sale and Cross Sale with existing clients to ensure continuous growth with customer.
• Drive on-boarding of new customers by providing required support in Integration and adoption of services by client.
• Create a culture and processes which achieve business goals with regards to customer service.
• Enhance the First Call Resolution.
• Identify new tools and technologies to better serve the customer.
• Drive better sales through service.
• Use Customer Insight and Root Cause Analytics to identify improvements and present to leadership.
• Act as the Voice of the Customer across the organization.
• Coordinate with cross functional teams to improve customer service and productivity.
• Manage communications to clients about downtime, fluctuations, outages, and ensure timely delivery.
• SPOC for escalations and requests from clients.
• Work closely with regional sales team to support clients.

Skills

Excellent communication

Messaging domain knowledge

Strategic thinking

Relationship management

Leadership experience

Cross-functional collaboration

Job description

Job Responsibilities

• Drive Up-sale and Cross Sale with existing clients to ensure continuous growth with customer.
• Drive on-boarding of new customers by providing required support in Integration and adoption of services by client. Help clients to adopt best practices to make best use of Sinch product and services.
• Create a culture and processes which achieve the business goals and objectives with regards to their customer service
• Enhance the First Call Resolution
• Identify new tools and technologies to better serve the customer
• 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.
• Manage key communications to client i. e. downtime, fluctuations, outages in platform and services is provided to the clients in time
• SPOC for escalations and requests from clients
• Work closely with regional sales team to support the clients.

Eligibility Criteria

• Min 10 years of relevant working experience.
• Excellent communications skills, both verbal and written.
• Sound understating of the messaging domain.
• 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.
• Desire to work collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment.