VP - Customer Success

We are Sinch. Maybe you know us by name or recognize our logo, 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 over 5000 employees in more than 50 countries with one of our engineering hub at Noida 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 VP-Customer Success at its Noida (India) location.

The essence of the role

We are looking for a customer-centric, analytical thinker who has demonstrated the ability to identify opportunities and help customers grow, leading to enhanced usage and engagement of our services in the Enterprise solution industry. The Customer Success Head should possess a mixture of business development, consultative approach, and team coordination skills, with a strong desire to ensure customer success.

You will be responsible for developing and executing strategies to drive customer satisfaction, retention, and growth. You will lead a high-performing team of Customer Success Managers and collaborate cross-functionally to ensure our customers receive outstanding support and value from our products/services.

1. Customer Success Motion to Unify Customer Experience

• Spearhead customer success strategies to drive growth and ensure customers achieve their desired outcomes.
• Institutionalize Monthly/Quarterly Success and Roadmap reviews with customers to deliver depth of engagement and ensure alignment with their business objectives. Utilize data and metrics to track and report on customer success KPIs.
• Cultivate a community of advocates who promote our products/services through referrals, case studies, and testimonials.
• Develop and implement programs to increase expansion ratios and solution breadth, focusing on upsell and cross-sell opportunities.
• Work closely with sales and product teams to identify and capitalize on upsell and cross-sell opportunities.
• Unify Customer Experience across functions and internally create required collaboration and cadences to execute a seamless customer journey.
• Be the bridge function for customer feedback to improve products and services, ensuring continuous enhancement.
• Build and execute Account Plans to drive Revenue Expansion Ratio and Solution Penetration, focusing on strategic accounts.

2. Partner Success Motion to Create Depth with Technology Partners

• Build and nurture strategic CX Tech ISV partnerships to complete their offering as well as co-create new outcomes, ensuring mutual growth.
• Develop an indirect consumption channel through partnerships, focusing on expanding market reach.
• Institutionalize Monthly Success and Roadmap reviews with partners to deliver deeper integration and ensure alignment with joint objectives.
• Build a joint go-to-market motion and cadence for embedded consumption, focusing on seamless integration and mutual success.

Key Result Areas:

• Customer Lifecycle Management post-sales
• Facilitate deeper usage of product offerings by creating easy-to-understand use cases.
• Build and strengthen relationships with customers through technical support and ensuring consistent excellent post-sales service support for all Sinch products, enhancing customer retention.
• Understand the clients business (priorities, business levers, audience, etc.), objectives, products, marketing strategies, competitors, operational sensitivities, and technical capabilities.
• Possess strong data analytics expertise to understand usage trends and create customer plans.
• Monitor performance metrics, such as turn-around time (TAT) and service level agreement (SLA), to measure and manage customer service effectiveness.
• Ensure a culture of customer ownership in the team by building and managing a competent customer success team, ensuring high productivity and efficiency.
• Strategically lead and develop an operational management team to enhance performance by setting clear, accountable performance measures.
• Create a culture and processes that achieve business goals and objectives with regards to customer service.
• Act as the Voice of the Customer across the organization, ensuring that customer feedback is effectively communicated and acted upon.
• Coordinate with other cross-functional teams like sales, marketing, product, operations, and engineering to improve customer service and business productivity.
• Work closely with the regional sales team to support clients and ensure their success.

Who are you?

• Minimum 12 years of work experience in a relevant portfolio.
• B.E/B.Tech/MBA from a recognized institute.
• Excellent communication skills, both verbal and written.
• Sound understanding of the messaging domain.
• Extensive experience managing operational customer success/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.
• Established track record of exceeding targets, KPIs, SLAs, in a quality-led, legislative compliant environment.
• Influential relationship skills at all levels, with the ability 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, and geographic areas.

Being you at Sinch:

• Were a worldwide group of people, committed to diversity. Were working to offer an increasingly inclusive workplace wherever you are. No matter who you are, youll 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, color, 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.
• It s time to chase the answers, chase the challenges and chase the dream.

Are you ready? Join us on our journey!