Onboarding Specialist I

Job Duties

ABOUT SINCH

Sinch's vision is to connect every business with every customer, everywhere in the world. More than 200,000 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

As an Onboarding Specialist I at Sinch, you will play a critical role in delivering a seamless, high-impact experience for new customers during the initial, crucial stages of their journey. Acting as a proactive and trusted guide, you will coordinate the end-to-end onboarding lifecycle for Sinch's Voice and Messaging customers-with a strong focus on VOIP, SIP Trunking, Cloud Voice products, including Elastic SIP and Programmable Voice .

Working in close partnership with senior onboarding team members, Sales, Customer Success Managers (CSMs), and Technical Support, you will navigate technical complexities, pre-validate setups, and accelerate our customers' Time-to-Live (TTL) and Time-to-Value (TTV). This is an ideal opportunity for an energetic, detail-oriented, and relationship-driven professional to grow their career in customer onboarding within a collaborative and fast-paced global communications leader.

Key Competencies

Strategic Customer Enablement: Proactively guide customers from contract signing through technical implementation and launch . Mitigate risks early, eliminate bottlenecks, and ensure overall customer readiness.

Customer Education: Empower customers through tailored knowledge transfer, helping them understand and configure Cloud Voice features (Elastic SIP, Programmable Voice APIs) to drive early product adoption.

Building Customer Relationships: Establish trust-based, long-term connections with stakeholders through consistent, empathetic, and clear communication.

Resource Savvy: Act as a central bridge between internal departments (Sales, Carrier Relations, Product, and Support) to leverage the right tools, documentation, and technical resources to solve complex implementation hurdles .

Tenacity & Continuous Learning: Embrace complex technical concepts with curiosity. Demonstrate a relentless drive to solve customer problems, self-start on technical troubleshooting, and proactively expand product knowledge daily.

Key Responsibilities

End-to-End Voice Onboarding: Proactively manage a portfolio of new customer onboardings, focusing on the deployment, configuration, and testing of Elastic SIP and Programmable Voice environments.

Milestone & Progress Tracking: Take complete ownership of the onboarding lifecycle, tracking milestones, identifying delivery risks, and resolving bottlenecks before they impact customer launch timelines.

Relationship Management: Serve as the primary, direct point of contact for customer technical and business teams during onboarding, building strong relationships that foster long-term loyalty and satisfaction.

Cross-Functional Collaboration: Coordinate with Sales, Solution Architecture, Support, and Product teams to align implementation activities with customer expectations and technical requirements .

Data Integrity & Tooling: Maintain meticulous and accurate records within Salesforce, Gainsight, and onboarding tracking systems to support unified operational dashboards and smooth handoffs to post-onboarding teams.

Process Optimization: Continuously seek out ways to improve the onboarding experience by analyzing customer feedback and identifying areas where automation can eliminate manual bottlenecks.

REQUIREMENTS

Experience: 1-3 years of experience in Customer Onboarding, Customer Support, Sales, or Account Management-ideally in a UCaaS, SaaS, or Telecommunications environment.

Technical Aptitude: A strong, proven passion for learning technical concepts. Familiarity with SIP trunking, VoIP, telecommunications routing, or API integrations (specifically Programmable Voice APIs) is highly preferred.

Customer-Centric Mindset: A genuine passion for working directly with customers, building trust, and acting as a persistent champion for their success.

Self-Starter Attitude: High level of proactiveness and tenacity; someone who takes initiative to solve ambiguous problems and does not wait to be told what to do.

Exceptional Communication: Clear, professional, and persuasive verbal and written communication skills, with the ability to translate technical jargon into simple, actionable steps for customers.

Organization: Superior organizational and multitasking skills, with a proven ability to manage multiple high-priority onboarding projects simultaneously without losing attention to detail.

Tools: Familiarity with modern CRM and Customer Success platforms (such as Salesforce and Gainsight) is a strong plus .

Education: Bachelor's degree or equivalent practical experience in business, communications, computer science, or a related field.

This role is primarily remote, but candidates must reside near one of our hub locations for occasional collaboration: Atlanta, GA; Chicago, IL; San Antonio, TX; Denver, CO; Seattle, WA .

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/ . No matter who you are, we hope you find an exciting path forward - hopefully with us!

Benefits

STAY HEALTHY : We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.

CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.

SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.

TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.

PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.

WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.

MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

TREAT YOURSELF: We offer discounts on retail, entertainment and more through our Reward+ program.

The estimated total annual on-target earnings (OTE) for this role are $65,000 - $80,000. The annual starting base salary for this position is $52,000 - $64,000. Factors that may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications. In addition to base salary, this position is eligible to participate in the Company's commission plan, with a target commission opportunity equal to 25% of annualized base salary, subject to the terms of the applicable commission plan.

Apply here: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjAwMDY0LjEzNzk4QHNpbmNoY29tcC5hcGxpdHJhay5jb20

Minimum Education Required

Not Specified

Minimum Experience Required

Not Specified

Shift

First (Day)

Number of Openings

1

Compensation

$65,000.00 - $80,000.00 / Annually

Postal Code

55155

Job Type

Full Time

Place of Work

On-site

Requisition ID

113200

Job Benefits

See Job Description