Onboarding Specialist

Join to apply for the Onboarding Specialist role at Sinch At Sinch , we are a global leader in providing cutting‑edge communication platforms, enabling businesses to connect with any mobile phone on the planet in seconds, or less. Our platform supports mobile SMS, rich messaging, voice, and video communication solutions for some of the biggest companies in the world. The Mandarin Speaking Onboarding Specialist is primarily responsible for onboarding new SMB customers onto Sinch Engage, and new Sinch Asia customers onto the Sinch product portfolio. They drive our customers’ digital journey while delivering excellent satisfaction and loyalty throughout their life cycle. Onboarding Specialists handle onboarding of new customers onto our core messaging platforms and other ecosystems via a business discovery and engagement process. They work with a portfolio of customers, get to know their business goals, and uncover ways to grow their use of our products. They set up and demonstrate products, provide refresher training, identify growth opportunities, and follow up within a defined account portfolio. This role suits a proficient digital native or someone skilled in using multiple applications. You will have the freedom and autonomy to be successful. An attractive salary is offered while working in a challenging international environment. We invest in your personal and professional growth, empowering you to deliver results. What do you do in the role? Work alongside the APAC sales team and serve as the primary contact for onboarding new customers through an established customer experience journey that proactively addresses roadblocks. Discover and establish a strong B2B relationship that positions Sinch as a trusted partner. For SMB customers, manage a low‑touch onboarding process that includes self‑serve options and references to useful resources and online trainings. Through a pre‑defined 90‑day program of work: Collaborate with customers to understand their use case, ensuring they feel confident and ready to use the service. Offer training support throughout their life cycle as needed. Provide industry insights to help customers maximize the platform and grow our customer base. Identify opportunities to grow message volumes and integrate with their systems and processes. Proactively propose optimizations for automated communications, processes, dashboards, or workflows that rely on the digital experience. Assist customers with strategies to maximize product adoption from the point of go‑live. Build multi‑level relationships with key stakeholders and exert positive influence. Initiate proactive client check‑ins during the first 90 days. Serve as first‑pass after‑sales support for new business during the first 90 days. Provide customer insights and feedback to internal teams or stakeholders for product and service improvements. Become a subject‑matter expert for basic integrations, including HubSpot, Shopify, and Klaviyo. How success will be measured New Business GP Early life churn Time to onboarding across all teams/self‑serve Volume and GP realization across all teams/self‑serve Onboarding activity check volumes EMGP to GP % Customer satisfaction score What experience/qualities you need to bring with you Minimum 3 years in a customer‑facing role within a SaaS environment, preferably in Customer Success, Professional Services, or post‑sales account management. Excellent communication and interpersonal skills in English and Mandarin; proficiency in Cantonese is preferred and ability to build trust with customers. Proven experience as a doer with a programmatic approach to customer management, proactively finding insights and executable actions. Resilient and adaptable, especially in a fast‑paced startup environment. Proven experience managing end‑to‑end strategic responsibilities and change management for customers, building scalable hierarchies and platforms, project management, business process improvement, and scope management of customer projects. Comfortable speaking with executives, fostering relationships, and turning business goals into results. Strong problem‑solving abilities, simplifying complex issues for customers. Experience working with various teams to achieve customer outcomes (Marketing, Finance, Product, Sales, Support). Deep understanding of Customer Success SaaS technology, such as CRM, Salesforce, Gainsight, Outreach, Front, Apollo, Tableau, or others. Ability to operate within regional time zones. Positive attitude, self‑driven, proactive, empathetic, and high energy. Alignment with Synch values: Dream Big, Win Together, Keep It Simple, Make It Happen. Why Sinch? At Sinch, you’ll have the chance to work with some of the most advanced communication technologies in the world. This role will allow you to grow technically and professionally while interacting with both customers and cutting‑edge technologies. You will have the support of a collaborative, forward‑thinking team that values innovation, continuous learning, and personal development. Our Commitment We strive to cultivate a motivated and hardworking team in a welcoming and diverse workplace. Our core values—Dream Big, Win Together, Keep It Simple, and Make It Happen—form the basis for a culture that encourages innovative thinking and drives improved business outcomes through diverse perspectives and skills. Ready to join us on this journey? Apply now If this role isn’t what you’re looking for, please consider other open roles on our career page: Sinch Careers Get notified about new Onboarding Specialist jobs in Philippines . Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Information Technology Industry: Technology, Information and Internet #J-18808-Ljbffr