Sinch

Aboute the role:

We are looking for a Senior Customer Success Analyst to manage Mid-Market and Enterprise accounts, ensuring the best experience and results for our strategic clients. You will be the main point of contact, acting as a business partner focused on onboarding, engagement, expansion, and retention.

Requirements

Responsibilities:

• Onboarding and Training: Lead the onboarding process for new clients, ensuring efficient implementation and comprehensive training for client teams.
• Understanding Client Objectives: Map and understand clients’ business goals, aligning expectations and proposing Sinch solutions tailored to each account’s context.
• Relationship and Expansion: Build strong relationships with clients, promoting engagement, satisfaction, and identifying cross-sell/up-sell opportunities.
• Success Planning: Develop, execute, and monitor personalized success plans with clear goals and performance indicators (KPIs).
• KPI Monitoring: Track and analyze usage, engagement, message volume, generated revenue, NPS, churn, and other key metrics, generating insights and recommendations.
• QBRs and EBRs: Prepare and present Quarterly/Executive Business Reviews, highlighting achievements, opportunities, and next steps.
• Success Stories: Create and share success cases and best practices, both for clients and internal use.
• Stakeholder Management: Collaborate with internal teams (sales, product, support, marketing, finance) to resolve client requests and ensure high-value deliveries.
• Portfolio Prioritization: Manage a portfolio of clients, prioritizing actions according to potential, risk, and expansion opportunities.
• Internal Presentations: Provide visibility on client status, achievements, and challenges to different areas of the company, influencing strategic decisions.
• Data Analysis: Use data visualization tools (e.g., Power BI, Tableau, Looker) to extract, analyze, and present insights on client usage.
• CRM Management: Use Salesforce (or similar) to record, track, and consult activities, interactions, and opportunities.
• Ownership and Urgency: Act as the client’s advocate within Sinch, with a sense of urgency, ownership, and total focus on client satisfaction and success.

Requirements:

• Previous experience in Customer Success, Account Management, or related areas, preferably in technology, SaaS, Telecom, or CPaaS companies.
• Experience with Mid-Market and/or Enterprise clients.
• Proven skills in project management, organization, and prioritization.
• Experience conducting QBRs/EBRs and executive presentations.
• Strong analytical skills, with proficiency in data visualization tools (Power BI, Tableau, or similar).
• Familiarity with CRMs, especially Salesforce.
• Excellent verbal and written communication skills, with the ability to influence and engage different stakeholders.
• Collaborative, proactive, resilient, and results-oriented profile.
• Strong sense of ownership, urgency, and focus on delivering excellent customer service.

Nice to have:

• Advanced English.
• Certifications in Customer Success (e.g., SuccessHACKER, CS Institute) or project management (PMP, Scrum)

Benefits

STAY HEALTHY: We cover 100% of medical and dental plans for Sinchers and eligible dependents through Bradesco Saúde.

FLEXIBLE BENEFITS: With the Caju flexible benefit card, our Sinchers can choose to use benefits on food, education, and home office assistance.

FAMILY FIRST: Our Sinchers can enjoy paid maternity leave for 180 days and paternity leave for 30 days. Plus, we provide daycare assistance for kids up to five years old.

EVERYDAY WELLBEING: We partner with Wellhub to help Sinchers access gyms and wellness options.

SECURE YOUR FUTURE: Our Partnership with Prudential life insurance provides coverage for all Sinchers in the events of unexpected absences, serious illness, accidents, and disabilities.

DIVERSITY AND INCLUSION: We offer annual reimbursements for certain expenses related to disabilities and/or transgender needs.

TAKE A BREAK: Our Sinchers can take a day off on their birthday to celebrate with their loved ones.

Our Hiring Process

In Sinch, we are committed to following a recruitment process that is fair, objective, consistent, and non-discriminatory. Our Talent Acquisition team, together with hiring managers and the rest of the interviewing team, persistently work towards identifying the candidates that best fit each open job, based on Sinch’ s hiring needs and candidates’ career expectations. We encourage applications from strong candidates with relevant professional backgrounds for this role. Not all applicants will meet all job requirements exactly! Even if you do not meet all job requirements, don't let that stop you from considering Sinch for the next step in your career. We are always open to candidates that could bring new ideas and perspectives to Sinch!