Senior Onboarding Specialist

Description

As a Senior Onboarding Specialist, your role will revolve around ensuring a smooth transition for new clients as they come aboard and enabling them to achieve maximum value from our platform from day one. You will be responsible for getting clients up to speed with Sinch products and services, training them in how to use them effectively to achieve their goals, and addressing any initial questions or concerns. You will work closely with cross-functional teams, including Sales, Product, Finance and Service operations to bring about a positive customer experience from the start.

This role is all about setting the stage, ensuring clients feel comfortable, well-informed, and ready to hit the ground running.

As a Senior Onboarding Specialist, You will

• Take ownership of the entire onboarding experience for new customers and new products for existing customers, from initial kickoff to full product adoption. Ensure a smooth transition, and guide customers through each step of the process.
• Build strong, trust-based relationships with customers, ensuring they feel supported, valued, and confident in using the product. Collaborate with customers to define clear success metrics, goals, and milestones for the onboarding process. Monitor and track progress, adjusting the plan as needed to ensure successful outcomes. 
• Work closely with the Sales (who are responsible for commercial success), Product, Finance and various internal teams to ensure customers’ needs are met and to provide feedback on user experience and product enhancements based on customer interactions.
• Be a proactive advocate for customers within the organization, ensuring their needs are met while promoting best practices for product use.
• Continuously evaluate and improve onboarding processes based on customer feedback and performance metrics. Identify trends and areas for improvement to enhance the customer experience and drive automation.

Requirements

• 5+ years of experience in a customer-facing role, preferably in product onboarding, customer success or account management in a SaaS or tech environment. An understanding of sales-related processes.
• Excellent verbal and written communication skills, with the ability to explain complex concepts in an easy-to-understand manner. Confidence in presenting and facilitating training sessions.
• Ability to quickly learn and demonstrate technical features of the product. Understanding of SaaS products is an advantage.
• A passion for helping customers succeed and a strong desire to deliver an exceptional experience from day one. Ability to identify customer challenges early and proactively address them and seek effective solutions.
• Strong project management and organizational skills with the ability to handle multiple clients and projects simultaneously. Familiarity with basic sales analytics. Attention to detail is a must.
• Collaborative mindset with experience working cross-functionally with other departments (e.g., Sales, Product, Finance, etc).
• Proficient in MS Office tools, Salesforce and Tableau
• Fluent in English, both written and verbal, additional language is a huge plus

Preferred:

• A degree in Business, Marketing, Technology, or a related field is preferred.