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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success and Technical Account Management, with a strong focus on guiding customers through API transitions and managing high-volume portfolios. Proficient in conducting discovery calls and addressing customer concerns while leveraging technical knowledge of REST APIs and software development lifecycles.
Highest-signal resume keywords
Customer Success ManagementTechnical Account ManagementREST API FamiliarityDiscovery Call LeadershipCommercial Acumen
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
REST API ConceptsWebhooksHTTP Status CodesSoftware Development LifecycleTechnical Troubleshooting
Soft Skills
ResilienceOrganizational SkillsCommunication
Tools & Technologies
CRM ToolsProject Tracking ToolsAI Tools
Industry Keywords
SaaSTelecommunicationsDeveloper API
About the role
Key responsibilities & impact- Execute Sinch’s strategic legacy API deprecation project
- Act as a trusted advisor to business customers
- Guide customers off legacy, end-of-life API integrations and onboard them onto the Engage REST API or transition them to app.sinch.com
- Conduct proactive discovery calls with technical and business stakeholders
- Understand customers’ API implementations, technology stacks, and transition timelines
- Use modern AI tools to troubleshoot and work through technical solutions with customers
- Present the benefits of modernizing onto Sinch’s latest platforms
- Address objections regarding development effort, platform timing, and cost
- Provide flexible migration pathways, workarounds, and commercial incentives
- Track customer migration lifecycles across CRM and project tracking tools
- Ensure milestones including notice sent, discovery call, staging test, and full cutover are achieved before API sunset deadlines
- Partner with Customer Success teams, Tier 2/3 Support Engineers, and Product Managers to resolve technical roadblocks and escalate critical account requirements
- Report to the Director, Customer Support (Applications)
Requirements
What you’ll need- 4+ years in Customer Success, Account Management, Technical Account Management, or Technical Support (Tier 2/3) within a SaaS, Telecommunications, or Developer API environment
- Proven track record of leading structured discovery calls, asking probing business and technical questions, and uncovering core operational risks
- Strong commercial acumen and resilience in leading challenging customer conversations, de-escalating churn risks, and re-framing forced migrations into value-add upgrades
- Working familiarity with basic REST API concepts, webhooks, HTTP status codes, and software development lifecycles
- No coding required, but must communicate comfortably with developers
- Disciplined organizational skills with experience managing high-volume customer portfolios against strict deadlines
- Technical capability will be evaluated via an assessment during the interview process
Benefits
Comp & perks- Company-provided laptop
- Favorable pricing structures, enhanced security and SLA guarantees, and rich conversational messaging features are presented as platform benefits for customers, not employee compensation, so excluded