Customer Success Manager II

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.