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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing complex enterprise voice accounts, driving renewals and upsells, and translating customer objectives into effective voice solutions. Strong analytical, relationship-building, and negotiation skills are essential for success in this role.
Highest-signal resume keywords
Customer Success ManagementSIP TrunkingAccount GrowthNegotiation SkillsTechnical Account Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Voice SolutionsAPI IntegrationsAccount ManagementData AnalysisContract Negotiation
Soft Skills
Relationship BuildingCommunication SkillsProblem-SolvingLeadershipMentoring
Industry Keywords
TelecomCPaaSEnterprise AccountsCross-Functional CollaborationCustomer Feedback
About the role
Key responsibilities & impact- Serve as trusted commercial and technical advisor for Sinch’s largest enterprise voice customers
- Own day-to-day management of a portfolio of complex, high-impact accounts
- Translate customer business objectives into voice solutions delivering measurable outcomes
- Monitor account health, identify risks, and implement mitigation plans
- Own renewals and upsells and partner with Sales on cross-sell opportunities
- Orchestrate cross-functional teams across Technical Account Management, Engineering, Network Operations, and Support
- Resolve technical problems and own outcomes from the customer’s perspective
- Lead contract negotiations
- Own and regularly update Client Account Plans and Voice services strategy
- Track and report account performance
- Prepare data and lead QBRs and strategic account reviews
- Build consensus among internal and external stakeholders
- Gather customer feedback and translate it into product, process, and service improvements
- Report to the Director of Voice Customer Success or Senior Director, Strategic Accounts Customer Success
Requirements
What you’ll need- Minimum of 8 years of related experience; 12 years preferred
- Bachelor’s degree with 8 years minimum experience, or master’s degree with 6 years of experience, or equivalent experience
- Experience in customer success, account management, or technical account management for voice, telecom, or CPaaS in the technology sector
- Strong working knowledge of SIP trunking, interconnect, and API integrations
- Experience managing multiple complex, high-profile enterprise accounts simultaneously
- Track record of driving renewals, account growth, and customer loyalty
- Exceptional relationship-building, communication, and negotiation skills
- Ability to present complex concepts clearly to technical and executive audiences
- Strong analytical and problem-solving abilities with meticulous attention to detail
- Strong leadership and mentoring skills
- Proficiency in written and spoken English
- Willingness to travel and spend time on-site with customers as needed
Benefits
Comp & perks- Comprehensive medical, dental, and vision plans
- Supplemental plans including telehealth access
- Free virtual counselling through a global Employee Assistance Program
- Roth and Pre-tax 401(k) options with employer match
- Generous paid time off
- Paid parental leave and family planning support
- Flexible remote work offerings
- Paid time off for volunteering
- Reward+ discounts on retail, entertainment, and more
- Commission plan with a target commission opportunity equal to 25% of annualized base salary