At Sinch, we are a global leader in providing cutting-edge communication platforms, enabling businesses to connect with any mobile phone on the planet in seconds, or less. Our platform supports mobile SMS, rich messaging, voice, and video communication solutions for some of the biggest companies in the world.
The Mandarin Speaking Onboarding Specialist is primarily responsible for the onboarding of new SMB customers onto Sinch Engage, and new Sinch Asia customers onto the Sinch product portfolio. They are tasked to drive our customer's digital journey whilst delivering excellent customer satisfaction and loyalty throughout their life cycle.
Onboarding Specialists handle onboarding of new customers onto our core messaging platforms and other messaging ecosystems via a business discovery and engagement process. They work with a portfolio of customers, getting to know their business goals and messaging objectives to uncover ways to grow their use of our products. They will be involved in the setup and demonstration of products, customer refresher training, growth opportunity identification and follow-up within a defined account portfolio.
This role will suit a proficient digital native or person skilled in the use of multiple applications. You will have the freedom and autonomy to be successful. An attractive salary while working in a challenging international environment. We invest in your personal and professional growth, and we empower you to deliver results.
What do you do in the role
- Work alongside the APAC sales team and be the primary contact for the onboarding of new customers through an established customer experience journey that proactively addresses any roadblocks
- Discover and establish a strong business to business relationship that positions Sinch as a trusted partner
- For SMB customers, low-touch onboarding process includes self serve and referring customer to useful resources and online trainings
- Through a pre-defined 90 day program of work:
- you will need to work with Customers to understand their use case leaving the customer in a position whereby they feel confident and ready to use the service. You will continue to offer them training support throughout their life cycle should they need re training, or a new staff member starts.
- Provide valuable industry insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
- Identify opportunities to grow customer message volumes and integrations with their systems and processes.
- Proactively propose optimization on any automated communications, processes, dashboards, or workflows in which the digital experience rely on
- Product Utilization: Assist customers with strategies and methods to maximize product adoption from the point of go live
- Build multi-level relationships with key stakeholders and influence them positively
- Initiate Proactive client check-ins (first 90 days)
- Be the Firstpass after-sales support for new business (first 90 days)
- Provide customer insights and feedback to relevant internal teams/stakeholders for product and service improvements
- Become a SME for basic integrations including Hubspot, Shopify and Klaviyo to name a few.
How success will be measured
- New Business GP
- Early life Churn
- Time to Onboarding across all teams/self-serve
- Volume and GP Realisation across all teams/self-serve
- Onboarding Activity check volumes
- EMGP to GP %
- Customer Coverage % (Calls, Meetings etc)
- Customer Satisfaction Score
What experience/qualities you need to bring with you
- Minimum 3 years in a customer-facing role within a SaaS environment, preferably in Customer Success, Professional Services, or post-sales account management
- Excellent communication and interpersonal skills, in both English and Mandarin are required; proficiency in Cantonese also is preferred, capable of building trust with customers.
- Proven experience being a doer and taking a programmatic approach to customer management, proactively finding insights and executable actions.
- Resilient and adaptable, especially in a fast-paced startup environment.
- Proven experience in managing end-to-end strategic responsibilities and change management for customers, building scalable hierarchies and platforms, project management, business process improvement, and managing scope of customer projects.
- Comfortable speaking with executives, fostering relationships, and turning business goals into results.
- Strong problem-solving abilities, able to simplify complex issues for customers.
- Experience in working with various teams to achieve customer outcomes (Marketing, Finance, Product, Sales, Support).
- Deep understanding of Customer Success SaaS technology, like CRM, Salesforce, Gainsight, Outreach, Front, Apollo, Tableau, or others
- Ability to operate within regional time zones.
- Positive attitude, self-driven, proactive, empathetic, and high energy
SinchSaas Values
- Dream Big - We make the impossible possible by dreaming big to solve our customers problems and improve their businesses. Great things happen when we dare to challenge the status quo and find creative new ways to wow them. Driven by curiosity, we believe there is no such thing as failure, only continuous learning, and development. Having big, crazy, ambitious goals drives our success.
- Win Together - Great teams work faster and better together - creating meaningful impact for customers. Together as one global team, in close collaboration with our customers, we embrace diversity, meritocracy and care about every single individual. We build trust through open and honest relationships. It's all about the team: being inclusive, respectful, and sharing our knowledge to empower all for personal growth. We collaborate, have fun and are stronger together.
- Keep it Simple - Sinch means simple and easy. It's how we want customers to feel when dealing with us: uncomplicated, down-to-earth, and useful. Things stay simple when you are honest, open and act with integrity. Cut the fluff and talk straight! This also means spending our time and money wisely on things that really count. Eyes on the horizon, feet on the ground.
- Make it Happen - We make things happen and make them matter - for our customers and the world. We are doers who value getting results and don't overthink matters. We stay accountable for our actions, apply the highest ethical standards to set ourselves apart and always deliver. If we're not making an impact, we rethink the approach. Structure helps us, bureaucracy and excuses do not. No putting things off - let's get it done now.
Why Sinch
At Sinch, you'll have the chance to work with some of the most advanced communication technologies in the world. This role will give you a chance to grow technically and professionally as you interact with both customers and cutting-edge technologies. You will have the support of a collaborative, forward-thinking team that values innovation, continuous learning, and personal development.
Our Commitment
We strive to cultivate a motivated and hardworking team in a welcoming and diverse workplace. Our core values-Dream Big, Win Together, Keep It Simple, and Make It Happen-form the basis for a culture that encourages innovative thinking and drives improved business outcomes through diverse perspectives and skills.
The path to success is always upward, and opportunities are closer than you think. It's time to chase answers, tackle challenges, and follow your dreams.
Ready to join us on this journey Apply now!
If this role isn't what you're looking for, please consider other open roles on our career page: Sinch Careers
