Mgr, Technical Account Management

Technical Account Manager (Email)

Sinch is looking for a manager to focus on leading our team of Email Technical Account Managers. The Email Technical Account Management teams are responsible for onboarding and providing full lifecycle support for our Deliverability Services customers. Deliverability Services is an amazing product suite coupled with world-class support which drives company growth and success. As a Sinch Email Technical Account Manager leader, you’ll be instrumental in building phenomenal customer experiences, mentoring and recruiting talent, and ensuring that we exceed customer expectations.

Responsibilities

• Ability to build professional and trusting relationships with customers and internal leaders and executives
• Serve as a customer escalation point for the TAM team
• Build and maintain a structure for TAM success via establishing processes and procedures including Key Performance Indicators
• Ensure Sinch Email and its clients are in compliance with service level agreement (SLAs), terms of service (TOS), acceptable use policy (AUP)
• Create and develop future TAM onboarding and training
• Responsible for reporting on and improving customer engagement and retention
• Proactively contact clients to establish strong relationships
• Identify and make recommendations for ways to improve our processes, tools, and materials to enhance the customer experience
• Conduct one-on-one meetings with TAMs
• Work with the Sales team to identify revenue growth opportunities through utilization of new services and/or contract renewals

Requirements

• 4+ years of related customer service or technical account management
• 2+ years of experience serving as a people leader
• Skilled in providing virtual presentations, online webinars, and remote troubleshooting
• Strong communication (verbal and written), critical thinking and analytical skills
• Full understanding on how to apply service level agreements (SLAs)
• Exhibits excellent attention to detail
• Ability to manage multiple priorities and tasks simultaneously
• Experience with calculating and analyzing churn and retention metrics
• The role is open to candidates based in either Singapore or Australia.

Preferred

• Experience with email technologies, DNS and API usage
• Zendesk experience
• CRM experience

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.
• 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.    
• 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 hybrid work offerings allow you to work wherever you are the most productive and successful. It is what you do 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.