Assistant Manager - 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 close to 5000 employees in more than 50 countries with one of our engineering hubs at Noida & Bengaluru 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 Customer Success talent at its Mumbai (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.

Key Responsibility Areas:

Customer Lifecycle Management post-sales

Being skilled in cross-selling and up-selling to our valued customers, as well as having the ability to drive targets for usage, traffic, and engagement for the entire team is highly desirable.

Facilitate deeper usage of product offering by creating easy to understand use-cases.

Understanding the clients business (priorities, business levers, audience etc.), objectives, products, marketing strategies, competitors, operational sensitivities and technical capabilities.

Develop feedback funnel and passing customer feedback to the engineering and product team to set the future direction of product development

Build and nurture strong relationships with clients as you become their primary point of contact.

Good experience in troubleshooting skills and providing a technical solution.

Provide regular updates to the all stakeholders. A key measurement will be customer renewals, churn, and account growth.

Collaborate closely with the engineering and Operations team to gain a deep understanding of issues, cases, and requirements and effectively resolve them.

The candidate is required to be prepared to attend weekly client meetings at the clients office as part of their job responsibilities.

• Min 2-4 years of relevant work experience into Customer Success role.
• Should be B.Tech/B.E
• RCA Management
• Excellent communication skills to effectively communicate and deal with both internal and external customers.