Customer Success Manager

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📅  Posted 18 days ago 📍 New Zealand
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Job Description

Sinch MessageMedia provides innovative mobile messaging solutions that help businesses of all sizes – from SMBs to enterprise-level to better connect with customers. Our messaging solutions for alerts and notifications, billing and payments, appointment reminders, marketing, and staff scheduling are trusted by over 65,000 customers in industries such as healthcare, education, retail, and utilities. With offices across Australia, United States, United Kingdom, and New Zealand, MessageMedia is the number one choice for easy and engaging business messaging.


Sinch, the Customer Communications Cloud, powers meaningful conversations at scale across messaging, voice, and email to help businesses deliver unified, personalized experiences that truly revolve around their customers — no matter the channels they use. Over 150,000 businesses, including 8 of the 10 largest tech companies in the world, rely on us for their customer communication needs, with over 700 billion customer engagements each year.


As the Customer Success Manager your primarily responsible for the onboarding of new carrier customers. You are tasked to drive our customer's digital journey whilst delivering excellent customer satisfaction and loyalty throughout their life cycle. Handling onboarding of new customers onto our core messaging platforms and other messaging ecosystems via a business discovery and engagement process. You will work with a portfolio of high value customers, getting to know their business goals and messaging objectives to uncover ways to grow their use of our products. You will be involved in the setup and demonstration of products, customer refresher training, growth opportunity identification and follow-up within a defined account portfolio.


Key responsibilities:

  • Work alongside the Account Managers for the NZ Carriers, with a dotted line reporting into the Head of Business New Zealand.
  • Be the primary contact for the onboarding of new customers through an established cadence that proactively addresses any roadblocks.
  • Identify, communicate, and deliver ROI for our clients throughout the customer lifecycle.
  • Provide valuable industry insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.
  • Discover and establish a strong business to business relationship that positions Sinch MessageMedia as a trusted partner.
  • Identify opportunities to grow customer message volumes and integrations with their systems and processes.
  • Proactively propose optimisation on any automated communications, processes, dashboards, or workflows in which the digital experience rely on.
  • Be the trusted partner for the customer on messaging application within their business, and product functionality to ensure expectations are met.
  • Build multi-level relationships with key stakeholders and influence them positively.
  • Provide customer insights and feedback to relevant internal teams/stakeholders for product and service improvements.
  • Ensure a seamless customer experience across all business verticals with positive customer satisfaction. 
  • This is a customer facing role and you will need to reach out to Customers to understand their 'use case' leaving the customer in a position whereby they feel confident and ready to use the service. You will continue to offer them training support throughout their life cycle should they need re training, or a new staff member starts. 
  • Achieve monthly/quarterly/annual goals set by leadership.


The successful candidate will have proven experience in customer success or account management, ideally in a SaaS environment. You have a strong understanding of automated customer experience and have a passion for the digital transformation journey. You are technical literate and have experience with video demonstration, ideally in a similar customer centric, cloud software environment. You have a passion to build strong internal networks through influencing and trust, have excellent communication skills and the ability to manage multiple competing priorities simultaneously. You’re a creative and innovative in problem solving and providing solutions, with demonstrated ability to find growth opportunities within an account. While displaying the ability to work autonomously with a high level of self-motivation.


We dream big — for our company, our customers, and our employees — and we hire the best talent worldwide to help us bring our vision to life. We have a local presence in more than 60 countries — probably somewhere near you!


We are committed to building an engaged and talented workforce that represents an environment that is inclusive, supports flexibility and welcomes diversity.


Our values of Dream BigWin TogetherKeep it simple and Make it Happen are the foundation for fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results.


We value our team by offering:

  • Flexible, hybrid work arrangement
  • Generous parental leave program: 26 weeks salary for primary care giver and 4 weeks salary for secondary care giver
  • Access to Reward+ program
  • A day off for your birthday
  • Wellness programs
  • Coaching and career development support, including access to a range of online professional development courses
  • Access to our Employee Assistance Program
  • Global mobility policy
  • Monthly fitness reimbursement
  • Volunteer leave
  • Work from home set up reimbursement


If you are looking for the next opportunity in your career and want to work for a certified “Great Place to Work”, growing tech company, then Apply Now.