Senior Customer Success Analyst

We are looking for a Senior Customer Success Analyst to manage Mid-Market and Enterprise accounts, ensuring the best experience and results for our strategic clients. You will be the main point of contact, acting as a business partner focused on onboarding, engagement, expansion, and retention.

**Responsibilities**:

- Onboarding and Training: Lead the onboarding process for new clients, ensuring efficient implementation and comprehensive training for client teams.
- Understanding Client Objectives: Map and understand clients’ business goals, aligning expectations and proposing Sinch solutions tailored to each account’s context.
- Relationship and Expansion: Build strong relationships with clients, promoting engagement, satisfaction, and identifying cross-sell/up-sell opportunities.
- Success Planning: Develop, execute, and monitor personalized success plans with clear goals and performance indicators (KPIs).
- KPI Monitoring: Track and analyze usage, engagement, message volume, generated revenue, NPS, churn, and other key metrics, generating insights and recommendations.
- QBRs and EBRs: Prepare and present Quarterly/Executive Business Reviews, highlighting achievements, opportunities, and next steps.
- Success Stories: Create and share success cases and best practices, both for clients and internal use.
- Stakeholder Management: Collaborate with internal teams (sales, product, support, marketing, finance) to resolve client requests and ensure high-value deliveries.
- Portfolio Prioritization: Manage a portfolio of clients, prioritizing actions according to potential, risk, and expansion opportunities.
- Internal Presentations: Provide visibility on client status, achievements, and challenges to different areas of the company, influencing strategic decisions.
- Data Analysis: Use data visualization tools (e.g., Power BI, Tableau, Looker) to extract, analyze, and present insights on client usage.
- CRM Management: Use Salesforce (or similar) to record, track, and consult activities, interactions, and opportunities.Ownership and Urgency: Act as the client’s advocate within Sinch, with a sense of urgency, ownership, and total focus on client satisfaction and success.

**Requirements**:

- Previous experience in Customer Success, Account Management, or related areas, preferably in technology, SaaS, Telecom, or CPaaS companies.
- Experience with Mid-Market and/or Enterprise clients.
- Proven skills in project management, organization, and prioritization.
- Experience conducting QBRs/EBRs and executive presentations.
- Strong analytical skills, with proficiency in data visualization tools (Power BI, Tableau, or similar).
- Familiarity with CRMs, especially Salesforce. Excellent verbal and written communication skills, with the ability to influence and engage different stakeholders. Collaborative, proactive, resilient, and results-oriented profile.
- Strong sense of ownership, urgency, and focus on delivering excellent customer service.
- Advanced English.Bis Plus: Certifications in Customer Success (e.g., SuccessHACKER, CS Institute) or project management (PMP, Scrum)

**Benefits**
- STAY HEALTHY: We cover 100% of medical and dental plans for Sinchers and eligible dependents through Bradesco Saúde.
- FLEXIBLE BENEFITS: With the Caju flexible benefit card, our Sinchers can choose to use benefits on food, education, and home office assistance.
- FAMILY FIRST: Our Sinchers can enjoy paid maternity leave for 180 days and paternity leave for 30 days. Plus, we provide daycare assistance for kids up to five years old.
- EVERYDAY WELLBEING: We partner with Wellhub to help Sinchers access gyms and wellness options.
- SECURE YOUR FUTURE: Our Partnership with Prudential life insurance provides coverage for all Sinchers in the events of unexpected absences, serious illness, accidents, and disabilities.
- DIVERSITY AND INCLUSION: We offer annual reimbursements for certain expenses related to disabilities and/or transgender needs.
- TAKE A BREAK: Our Sinchers can take a day off on their birthday to celebrate with their loved ones.

**Our Hiring Process**

In Sinch, we are committed to following a recruitment process that is fair, objective, consistent, and non-discriminatory.

Even if you do not meet all job requirements, don't let that stop you from considering Sinch for the next step in your career.