Customer Success Manager III at Sinch

, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

13 May, 26

Salary

0.0

Posted On

12 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Inside Sales, SaaS, Consultative Skills, Client Partnerships, Metrics, Data-Driven Engagement, Results-Oriented, Growth Mindset, Ownership, Customer Outcomes

Industry

IT Services and IT Consulting

Description

Customer Success Manager (Mandarin-Speaking) Are you passionate about customer success and ready to make a real impact? Sinch is transforming its Customer Success function, and we're looking for motivated Customer Success Manager (Mandarin-Speaking) to join our team. In this role, you will be at the forefront of our customer interactions, ensuring that every customer who reaches out receives a timely and effective response. You will play a crucial part in driving our growth by identifying expansion opportunities and delivering an exceptional customer experience. Why this role exists We are building a scalable and efficient way to manage a large portfolio of customers. As a Customer Success Manager, your primary goal will be to ensure that allocated accounts 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. What you'll do Manage and nurture a portfolio of customer relationships, ensuring they achieve their key objectives and maximize their return on investment. Protect revenue and maximize renewals by proactively working with at-risk customers. Identify and drive upsell and cross-sell opportunities in partnership with our sales team. Assist customers with service setup, including brand new services, de-provisioning, porting, and international sending registrations. Liaise with internal teams and clients to resolve issues related to AIT, account blocks, and fraudulent messages. Manage invoicing and payments, ensuring timely processing and resolving any discrepancies. Drive new business growth by leveraging customer advocates and fostering strong internal relationships. How your success will be measured Portfolio Gross Profit (GP) Retention of your portfolio Expansion of revenue through cross-selling and up-selling Customer Health Metrics Maintaining our service Level Agreements (SLAs) What you'll bring 3+ years of proven work experience in a Customer Success or Inside Sales role. Previous experience in a fast-paced SaaS environment. A recognized passion for service and client support. Excellent consultative skills with a track record of building strong client partnerships. A solid understanding of metrics and data-driven engagement. A results-oriented mindset with a love for achieving quotas and overcoming obstacles. A growth mindset, with a willingness to learn, adapt, and embrace new technologies. A strong sense of ownership and personal responsibility for customer outcomes. What we promise to give you Flexible/Remote Working options to support work-life balance Generous Annual Leave and a day off for your birthday Comprehensive health insurance benefits Access to our Employee Assistance Program for mental and emotional well-being Professional Development opportunities and a clear path for career growth Our Values Dream Big: We make the impossible possible by creatively solving our customers’ problems. Win Together: We collaborate as one global team, embracing diversity and building trust. Keep it Simple: We are uncomplicated, down-to-earth, and useful. Make it Happen: We are "doers" who value getting results and delivering on our promises. If you are a proactive, customer-focused individual with a drive to succeed, we would love to hear from you!

Responsibilities

Manage and nurture a portfolio of customer relationships to ensure they achieve their objectives and maximize ROI. Identify upsell and cross-sell opportunities while assisting customers with service setup and resolving issues.