Customer success agentSinch

Sinch SMB provides innovative mobile messaging solutions that help businesses of all sizes - from SMBs to enterprise-level - better connect with customers. With 90 percent of messages read within 90 seconds, Sinch SMB drives business success by creating engaging mobile experiences that customers love. Our messaging solutions for alerts and notifications, billing and payments, appointment reminders, marketing, and staff scheduling are trusted by over 65,000 customers in industries such as healthcare, education, retail, and utilities. With offices across Australia, United States, United Kingdom, and New Zealand, Sinch SMB is the number one choice for easy and engaging business messaging.
Sinch is currently transforming Customer Success Function and has the need to hire a Pooled Customer Success Agents. The primary goals will be to ensure that ensures that allocated accounts and house account customers who raise their hands are responded to in a timely manner. They also delivery an uplift of GP through expansion opportunities with existing customers. This is a role that focuses on managing many customers, often with lower revenue potential, in a scalable and efficient manner.
Ultimately, you will ensure an exceptional engagement experience is provided for every customer.
Key responsibilities:
Manage your portfolio of customer relationships and customers to ensure they achieve their key objectives and maximise return on investment, get them to value and in good health.
· Help protect revenue and maximise renewals by working closely with customers at risk.
· Be a key stakeholder and 'Voice of the customer' for product roadmap development.
· Respond promptly to Gainsight-driven call-to-actions, addressing risks and seizing opportunities within the customer base.
· Identify opportunities for upselling and cross-selling in partnership with the sales team
· Drive new business opportunities by leveraging customer advocates and fostering strong relationships with key internal stakeholders.
How success will be measured
· Portfolio GP
· Retention of portfolio
· Expansion of revenue in accounts through cross-sell and up-sell
· Customer Health Metrics
What experience/qualities you need to bring with you
· 3 years proven work experience as a Customer Success or Inside Sales role
· Previous experience in a fast-paced SaaS environment, understanding the unique challenges and opportunities in this industry.
· Recognized by their peers as having a passion for service and client support
· Excellent consultative skills, with a proven track record of building and maintaining strong partnerships with clients that provide growth to both organizations.
· A solid understanding of metrics, progress and engaging with dashboards
· Results-oriented, loves the rush of sales and achieving quotas, demonstrates the ability to overcome obstacles and prioritize tasks to achieve objectives.
· Growth mindset, displaying a willingness to learn, adapt, and embrace new technologies and methodologies.
· Takes ownership and personal responsibility for achieving customer outcomes and exceeding expectations.
The successful candidate will be required to work standard business hours. You will also need your own home office set up with a self-provided laptop or PC, headset, and reliable internet connection.
· 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.
Requirements
What experience/qualities you need to bring with you
· 3 years proven work experience as a Customer Success or Inside Sales role
· Previous experience in a fast-paced SaaS environment, understanding the unique challenges and opportunities in this industry.
· Recognized by their peers as having a passion for service and client support
· Excellent consultative skills, with a proven track record of building and maintaining strong partnerships with clients that provide growth to both organizations.
· A solid understanding of metrics, progress, and engaging with dashboards
· Results-oriented, loves the rush of sales and achieving quotas, demonstrates the ability to overcome obstacles and prioritize tasks to achieve objectives.
· Growth mindset, displaying a willingness to learn, adapt, and embrace new technologies and methodologies.
· Takes ownership and personal responsibility for achieving customer outcomes and exceeding expectations.
The successful candidate will be required to work standard business hours. You will also need your own home office set up with a self-provided laptop or PC, headset, and reliable internet connection.
· 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.
Sinch

Philippines
Contract
Full-time