[Hiring] Onboarding Specialist I @Sinch

Role 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.

• 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.

Qualifications

• 1–3 years of experience in Customer Onboarding, Customer Support, Sales, or Account Management—ideally in a UCaaS, SaaS, or Telecommunications environment.
• 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.
• A genuine passion for working directly with customers, building trust, and acting as a persistent champion for their success.
• High level of proactiveness and tenacity; someone who takes initiative to solve ambiguous problems and does not wait to be told what to do.
• Clear, professional, and persuasive verbal and written communication skills, with the ability to translate technical jargon into simple, actionable steps for customers.
• Superior organizational and multitasking skills, with a proven ability to manage multiple high-priority onboarding projects simultaneously without losing attention to detail.
• Familiarity with modern CRM and Customer Success platforms (such as Salesforce and Gainsight) is a strong plus.
• Bachelor’s degree or equivalent practical experience in business, communications, computer science, or a related field.

Requirements

• Proactively manage a portfolio of new customer onboardings, focusing on the deployment, configuration, and testing of Elastic SIP and Programmable Voice environments.
• Take complete ownership of the onboarding lifecycle, tracking milestones, identifying delivery risks, and resolving bottlenecks before they impact customer launch timelines.
• 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.
• Coordinate with Sales, Solution Architecture, Support, and Product teams to align implementation activities with customer expectations and technical requirements.
• Maintain meticulous and accurate records within Salesforce, Gainsight, and onboarding tracking systems to support unified operational dashboards and smooth handoffs to post-onboarding teams.
• Continuously seek out ways to improve the onboarding experience by analyzing customer feedback and identifying areas where automation can eliminate manual bottlenecks.

Benefits

• Comprehensive market competitive medical, dental, and vision plans, including access to telehealth for all participants.
• Free virtual counselling resources through our global Employee Assistance Program.
• Roth and Pre-tax 401(k) options including an employer match for all participants.
• Generous paid time off program.
• Paid parental leave and family planning support.
• Flexible remote work offerings.
• Paid time off to support a volunteer program of your choice.
• Discounts on retail, entertainment and more through our Reward+ program.