DGM/ GM - Customer Success

le contenu du travail

Sinch is a global leader in the growing market for Communication Platforms as a Service (CPaaS) and mobile customer engagement. We are specialists in allowing businesses to reach everyone on the planet, in seconds or less, through mobile messaging, email, voice, and video.

We reach every phone on earth. From the lifechanging to the time-saving, we’re helping our customers to interact with people like never before. For you, that means working in an environment that offers an incredible variety of exciting challenges, and the chance to impact how billions of people engage with their favorite brands. The dream of personalizing content to all 15 billion phones on the planet is no fairy tale!

More than 150,000 businesses, including many of the world’s largest companies and mobile operators, use Sinch’s advanced technology platform to engage with their customers. Moreover, Sinch has been profitable and fast-growing since its foundation. Sinch’s core values are Make it Happen, Dream Big, Keep it Simple and Win Together. These values describe how our global organization works and inspire every of our more than 5,000 employees across 55 different countries.

Key Responsibility Areas

• Build and strengthen relationships with customers through technical support & ensuring consistent excellent post sales service support for all ACL products and enhanced customer retention.
• 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
• 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 ACL product and services.
• 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
• Empower and Engage the Customer Service Team
• 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.
• Conduct regular review meetings with clients an regional sales teams.
  
  

Skills Set & Eligibility Criteria

• Should have min 10-15 years of relevant work experience into Customer Success role.
• Should be an MBA from a recognized institution.
• Excellent communications skills, both verbal and written.
• Sound understating of the messaging domain.
• Extensive experiencing of managing operational customer 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.
  
  

Being you at Sinch

We’re a worldwide group of people, committed to diversity. We’re working to offer an increasingly inclusive workplace wherever you are. No matter who you are, you’ll be able to explore new career and growth options - sharing your voice, building your path and making it happen with us.

We’re proud to be an equal opportunity employer, and all qualified applicants will be considered to join our team regardless of race, colour, religion, gender identity or expression, sexual orientation, pregnancy, disability, age, veteran status, and more.

Your life at Sinch

Being a Sincher is all about learning and being in pursuit of new challenges. Working in the offices, at home, or in a hybrid model, that means celebrating change and the unknown, rolling up your sleeves and seeing what impact you can have on the world. The only way is up, and you’ll be reaching for the opportunities that match where you want to take your career. It’s closer than you think.

Benefits

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