Customer Success Manager II at Sinch

United States

$65.6k - $82k

ABOUT SINCH     Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.  Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.  At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation!      DESCRIPTION    As part of the Customer Support Center team, the Customer Success Mangar acts as the primary liaison for customer needs, ensuring high satisfaction, retention and service quality. The role involves resolution of customer inquiries, issues and escalations for the non-dedicated voice customer base. This role requires a person who is highly responsive, customer focused, and enjoys helping customers and team members and aspires to provide the best customer experience possible to improve and maintain high CSAT score.  Additional duties as assigned.  Key Responsibilities:   * Manage customer case queue by working, resolving or reassigning cases in a timely manner. Providing regular updates to the customer until case is closed.  * Provide frontline call support for customers, end users and law enforcement.  * Provide clear concise documentation on all cases and tickets.  * Communicate effectively, clearly and concisely (written and verbal) with both customers and internal team members.  * Resolve customer issues by addressing issues and escalating urgent problems to the correct team and/or management.  * Assist with Portal Training and initial account provisioning for new and existing customers.  * Conduct ongoing customer portal training as needed.  * Address product and service inquiries by obtaining information from internal stakeholders and communicating back to customers.  * Assist with 911 address validations and provisioning.  * Act as primary point of escalation assistance for customers.  * Act as liaison between customer and internal partners (Translations, NOC, Sales, Product, Billing); escalating on customer behalf when necessary.  * Conduct invoice reviews with customers.  * Utilize reporting tools (Qlikview, BART) to address basic customer reporting questions.  * Maintain customer profiles with adherence to CPNI rules.  * Deliver contract amendments (rate changes) to customers.  * Encourage and support customers in utilization of standard engagement procedures and tools, such as the customer portal and escalation guidelines.   * Build strong internal and external relationships.  * Embrace the company culture and participate in ongoing training, including staff meetings  * Assist with special projects as needed.  * Monitor customer capacity weekly and update trunks as necessary.  * Contributes to the creation of process, policy and job aids for the team so that they may best support and troubleshoot customer inquiries and issues.  * Assists with training for new hires on programs and procedures.   * Perform other job-related duties as assigned.      REQUIREMENTS     * Bachelor’s degree with business major or equivalent work experience.  * 3-5 years of Customer Service experience within the telecommunications industry preferred.  * Knowledge of basic switching technologies, routing and IP protocol.  * Highly proficient in MS Software applications, specifically, Excel, PowerPoint and Word.  * Knowledge of Messaging desired.  * Experience working in Salesforce desired.  * Superior Customer Services skills to help drive and maintain CSAT  * Strong interpersonal skills – ability to engage and work with a variety of personalities and individuals  * Strong organizational skills with multi-tasking abilities and ability to work well in highly pressured situations  * Strong technical troubleshooting and problem-solving skills  * Self-Motivated with a high energy level and positive attitude, exhibiting initiative and resourcefulness  * Ability to prioritize; balance multiple projects with strong follow-up skills and adherence to SLAs  * Operate with a high degree of professionalism, credibility and business sense  * Experienced with being a "self-starter" and "finisher" with common sense and ability to stay with a problem through resolution  * Accountability - Ability to accept responsibility and account for his/her actions    * Analytical Skills - Ability to use thinking and reasoning to solve a problem  * Autonomy - Ability to work independently with minimal supervision and manage time effectively to meet deadlines  * Communication, Oral - Ability to communicate effectively with others using the spoken word    * Communication, Written - Ability to communicate in writing clearly and concisely  * Business Acumen - Ability to grasp and understand business concepts and issues  * Presentation Skills – Clear and authoritative presentation and communication skills when working with customers  * Customer Oriented - Ability to take care of the customer’s needs while following company procedures  * Detail Oriented - Ability to pay attention to the minute details of a project or task  * Initiative - Ability to make decisions or take actions to solve a problem or reach a goal         OUR HIRING PROCESS     We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.   We believe in a two-way process and encourage you to ask questions throughout the journey.  If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/ [https://eur03.safelinks.protection.outlook.com/?url=https://www.sinch.com/careers/&data=05|02|Martin.Grannen@sinch.com|91953d8549f24a66c93c08dcddb6f1fc|3b518aae89214a7b8497619d756ce20e|0|0|638629025025905624|Unknown|TWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0=|0|||&sdata=ZZaRt1s71+p8ojRLPAKot+wjt6wyReK01M6JUXI3gFg=&reserved=0]. No matter who you are, we hope you find an exciting path forward - hopefully with us!      BENEFITS * STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.   * CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.   * SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.   * TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.   * PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.   * WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.   * MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.      The annual starting salary for this position ranges $65,600 - $82,000 per year. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications. This role will be accepting applications until May 25th, 2026 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.    This role is primarily remote, but candidates must reside near one of our hub locations for occasional collaboration:  Atlanta, GA; Chicago, IL; San Antonio, TX; Denver, CO; Seattle, WA