An Onboarding Specialist at Sinch is what we call the navigator for our clients onboarding with Deliverability Services. They lead the early phase of the customer lifecycle, guiding them through the initial weeks of setting up their account and ramping product usage. Onboarding Specialists are responsible for quickly understanding the client’s business requirements and structuring an onboarding plan to meet their objectives.

Responsibilities

• Carry out onboarding of new Sinch Deliverability Services customers which includes: email reputation review, craft a customized deliverability strategy, platform setup guidance, regular reporting, and running the onboarding project plan. Success is measured by meeting the mutually agreed timeline and customer satisfaction.
• Analyze the customer’s current deliverability plan, identify gaps, and design/document a detailed and customized plan for warm-up and steady-state sending.
• Collaborate with internal technical resources to empower and train customers to use Sinch platform and powerful features as efficiently as possible.
• To be the first point of contact for Sinch customers during onboarding.
• Engage with customer account contacts to understand their business and technical goals to provide specific deliverability advice according to customer needs.
• Supervise onboarding customers sending in order to improve their email strategies and give them detailed and documented feedback to improve performance according to Deliverability Best Practices.
• Engage with the different Sinch teams to report back on the topics discussed by customers (product, IT, marketing, etc.).
• Design and continually improve processes and materials that enhance efficiency and customer experience during onboarding.
• Identify the needs and opportunities that Sinch can offer new customers (training, partnerships, additional services).
• Conducting training on Sinch products and deliverability.

• Maintain knowledge of company processes and procedures.
• Ability to build and maintain positive relationships with both clients and internal teams.
• A sophisticated knowledge of email deliverability with the ability to effectively communicate issues and recommendations so that people of all technical levels understand.
• Advanced experience with email technologies, DNS, and API usage is helpful.
• Strong project and time management skills, including prioritization of multiple tasks across multiple clients.
• Gain and maintain an understanding of Sinch’s primary competitors and their product offerings.
• Excellent communication (verbal and written), critical thinking, and analytical skills.
• Full understanding on how to apply service level agreements (SLAs) and associated remedies.
• Exhibits excellent attention to detail.
• 2+ years of experience in an Account Management, Technical Support, or similar client-facing role where you are the primary POC for a customer.

Preferred

• A technical understanding of email and email delivery.
• Experience with a programming language such as Python or PHP and scripting.
• Bachelor’s degree.

• HAVE SOME FUN: You will have access to a catalog of negotiated offers and will get a refund of up to 25€ per month for the activities of your choice, provided they fit in the 3 following categories: culture /sport /travel.
• ENJOY A NICE LUNCH: Each month we credit an amount on your meal ticket card which can be used to buy food as well as in restaurants.
• CARE FOR YOURSELF: Take advantage of our free virtual counseling resources through our global Employee Assistance Programs. Your mental health is as important as your physical health.
• TAKE A BREAK: Enjoy 5+ weeks of paid time off. 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 through Maven.
• WORK FLEXIBLY: We offer teleworking opportunities for most of our positions because we believe it is what you do, not where you work, that matters.
• STAND IN SOLIDARITY: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.
• TREAT YOURSELF: Our comprehensive anniversary program offers a personalized experience in recognition of milestones achieved.

We embrace diversity and equal opportunity in all aspects of our business. We are committed to building a company that empowers individuals from a diverse set of backgrounds and values diversity of thought as a beacon for performance. The more inclusive we are, the better our work will be.