Technical Account Manager I at Sinch

, , Malaysia -

Full Time

Start Date

Immediate

Expiry Date

14 Jul, 26

Salary

0.0

Posted On

15 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Account Management, Mandarin Language, Customer Experience, Project Management, Support Lifecycle Management, Cross-functional Collaboration, Incident Management, Change Management, Client Relationship Management, Technical Documentation, Communication Skills, Problem-solving, Time Management, Analytical Skills, Mobile Communications, Service Delivery

Industry

IT Services and IT Consulting

Description

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 We are hiring a talented Mandarin-speaking Technical Account Manager to join our team supporting our largest clients. Reporting directly to the Technical Account Management Team Lead, the Technical Account Manager will be responsible for ensuring our top APAC customers receive industry leading customer experience. Through managing support tickets, project management and working closely with our clients and cross functional teams the position provides dedicated technical support for key clients who are assigned to them. The role requires a minimum 3-5 years of experience working directly with large clients and preferably in a similar field. The Technical Account Manager will perform a variety of tasks, work with a wider virtual team and be successful in ensuring the CX remains high. A self starter requiring the minimum of supervision is expected, as well as a candidate used to working in a fast paced, fast changing environment. Working as part of the customer facing team to deliver a best in class service, driving a high level of customer satisfaction and being at the heart of this. Key responsibilities include: * Partner closely with the Account Team to ensure exceptional service delivery and consistently exceed customer expectations. * Own the end-to-end support lifecycle for Sinch services across top Customers, acting as their trusted technical advisor. * Drive cross-functional collaboration to review, refine, and implement process improvements that enhance operational efficiency and elevate service levels. * Build and strengthen customer relationships by delivering timely, accurate, and proactive communication on technical and service matters. * Manage and prioritize client requests, changes, and escalations to ensure swift resolution and alignment with customer goals. * Organize and lead regular calls, reviews, and internal communications to maintain transparency and accountability across teams. * Ensure new product launches and feature rollouts are fully service-ready with proper monitoring, documentation, and support processes in place. * Identify and escalate risks, recurring issues, or potential gaps in service to drive continuous improvement and customer success. * Provide insights and feedback from customers to Product, Engineering, and Support teams to help shape product roadmap and service evolution. * Champion best practices in incident management, change management, and service reporting to deliver consistent, high-quality support. REQUIREMENTS * Mandarin language (speaking and writing) * Exceptional client-facing and internal communication skills, with the ability to adapt messaging to both technical and non-technical audiences. * Strong written and verbal communication abilities, with proven experience preparing clear, concise, and impactful documentation. * Solid organizational skills, with high attention to detail and the ability to manage multiple priorities simultaneously. * Demonstrated success working with large, multinational enterprise clients in complex environments. * Bachelor’s degree in a relevant field, or equivalent professional experience. * Strong personal accountability and sound judgment in decision-making. * Customer-first mindset with a passion for delivering outstanding service and building long-term partnerships. * Excellent time management skills, with the ability to establish and uphold best practices for efficiency and prioritization. * Collaborative mindset with experience working in high-performing, cross-functional teams and fostering teamwork. * Strong analytical and problem-solving abilities, with a structured approach to tackling challenges. * Experience in the mobile or telecommunications industry is highly desirable; interest in mobile communications (A2P SMS, MMS, RCS, OTT, IoT) is a strong plus. * Strong interpersonal skills with a track record of building and maintaining successful customer relationships. * High energy, positive attitude, and resilience in a fast-paced, dynamic environment. 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: https://www.sinch.com/careers/ [https://eur03.safelinks.protection.outlook.com/?url=https://www.sinch.com/careers/&data=05|02|Martin.Grannen@sinch.com|91953d8549f24a66c93c08dcddb6f1fc|3b518aae89214a7b8497619d756ce20e|0|0|638629025025905624|Unknown|TWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0=|0|||&sdata=ZZaRt1s71+p8ojRLPAKot+wjt6wyReK01M6JUXI3gFg=&reserved=0]. No matter who you are, we hope you find an exciting path forward - hopefully with us!

Responsibilities

The Technical Account Manager will own the end-to-end support lifecycle for top APAC clients, acting as a trusted technical advisor. They will drive cross-functional collaboration to ensure service excellence, manage escalations, and provide product feedback to internal teams.