Onboarding Specialist II at Sinch

Job description

ABOUT SINCH Sinch’s vision is to connect every business with every customer, everywhere in the world. More than 200,000 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 an Onboarding Specialist II, you will play a critical role in ensuring a smooth and successful start for new customers by guiding them through implementation and early adoption of our platform. Managing a portfolio of onboarding projects, you’ll serve as the primary point of contact during the initial customer journey—hosting customer calls, delivering product walkthroughs, and coordinating tasks to keep implementation on track. In this role, you’ll collaborate closely with Sales, Customer Success Managers, and Support teams to drive timely value realization and a seamless handoff experience. You’ll share enablement resources and best practices, maintain accurate records in CRM and success tools, and proactively monitor onboarding milestones. You’ll gather feedback from customers and internal stakeholders to identify improvement opportunities and help evolve onboarding workflows. This is an ideal opportunity for a detail-oriented, customer-obsessed professional who excels at cross-functional coordination and is passionate about setting customers up for long-term success and providing a world-class customer experience. Core Competencies: Customer Education: Effectively tailor education to meet specific customer needs. Strategic Customer Enablement: Build confidence in independently managing the onboarding process while mitigating risks and ensuring customer readiness. Building Customer Relationships: Develop deeper, trust-based customer relationships and be comfortable hosting calls and giving presentations. Meeting Planning, Execution & Status Updates: Host and drive meeting outcomes aligned with goals. Provide regular and timely order and project status updates to the customer. Resource Savvy: Confidently utilize internal and external resources to address stakeholder needs and manage business complexity. Overcoming Objections: Resolve client onboarding concerns and build trust. Problem Solver: Must be able to perform root cause analysis and figure things out without constant oversight Requirements: · A bachelor's degree and a minimum of 4 years of related customer facing experience in a customer onboarding or support role; · Knowledge in Voice telephony (SIP Trunking, PSTN routing, Cloud Voice, Voice API, Ethernet circuit transport, UCAAS) · Strong communication and interpersonal skills, and the ability to explain technical concepts to non-technical users. · Detail-oriented, organized, and capable of managing multiple onboarding projects simultaneously. · Proficient in CRM systems and onboarding platforms. · Proficient in Microsoft Excel and Powerpoint 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: sinch.com. 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. • TREAT YOURSELF: We offer discounts on retail, entertainment and more through our Reward+ program. The estimated total annual on-target earnings (OTE) for this role are $82,000 - $102,500. The annual starting base salary for this position is $65,600 - $82,000. Factors that may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications. In addition to base salary, this position is eligible to participate in the Company’s commission plan, with a target commission opportunity equal to 20% of annualized base salary, subject to the terms of the applicable commission plan. This role will be accepting applications until 10.5.26 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation process.

Requirements

Must-haves

Customer Education: Effectively tailor education to meet specific customer needs.
Strategic Customer Enablement: Build confidence in independently managing the onboarding process while mitigating risks and ensuring customer readiness.
Building Customer Relationships: Develop deeper, trust-based customer relationships and be comfortable hosting calls and giving presentations.
Meeting Planning, Execution & Status Updates: Host and drive meeting outcomes aligned with goals. Provide regular and timely order and project status updates to the customer.
Resource Savvy: Confidently utilize internal and external resources to address stakeholder needs and manage business complexity.
Overcoming Objections: Resolve client onboarding concerns and build trust.
Problem Solver: Must be able to perform root cause analysis and figure things out without constant oversight
A bachelor's degree and a minimum of 4 years of related customer facing experience in a customer onboarding or support role;
Knowledge in Voice telephony (SIP Trunking, PSTN routing, Cloud Voice, Voice API, Ethernet circuit transport, UCAAS)
Strong communication and interpersonal skills, and the ability to explain technical concepts to non-technical users.
Detail-oriented, organized, and capable of managing multiple onboarding projects simultaneously.
Proficient in CRM systems and onboarding platforms.
Proficient in Microsoft Excel and Powerpoint

Nice-to-haves

None flagged.

Application prep

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Keywords to mirror

aiapirest

Platform: oracle-cloud
Effort: medium

Benefits

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Dental

Vision

401(K)

Paid Time Off

Parental Leave