Senior Technical Account Manager – Overview
Sinch is pioneering the way the world communicates. More than 150,000 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.
Responsibilities
* Own end‑to‑end ticket lifecycle management for enterprise customers, ensuring timely triage, prioritization, and resolution.
* Lead incident management for customer‑impacting issues, including severity assessment, escalation, communication, and post‑incident follow‑up.
* Serve as the primary technical point of contact, offering proactive guidance and trusted technical support.
* Collaborate closely with Account Teams to deliver exceptional customer experience.
* Drive cross‑functional coordination with Support, Engineering, Product, and Operations to resolve issues and improve service quality.
* Lead customer calls, incident reviews, service reviews, and internal syncs.
* Identify recurring issues, risks, and service gaps, and lead initiatives to address and prevent them.
* Ensure new product launches and features are service‑ready with proper documentation, monitoring, and enablement.
Requirements
* Experience working directly with enterprise customers in a technical or customer‑facing capacity.
* Experience supporting complex technical products or platforms.
* Understanding of support processes, incident management, and service delivery practices.
* Ability to communicate technical concepts clearly to technical and non‑technical audiences.
* Fluent English, written and verbal.
* Experience in the mobile or telecommunications industry.
* Familiarity or strong interest in A2P SMS, MMS, RCS, OTT, or IoT communications.
* Experience working with multinational enterprise customers.
* Background in APIs, cloud platforms, or SaaS environments.
Benefits
* Medical and dental plans cover 100% for Sinchers and eligible dependents through Bradesco Saúde.
* Caju flexible benefit card for food, education, and home office assistance.
* Paid maternity leave for 180 days and paternity leave for 30 days; daycare assistance for children up to five years old.
* Wellhub partnership to access gyms and wellness options.
* Prudential life insurance coverage for all Sinchers in events of unexpected absences, serious illness, accidents, and disabilities.
* Annual reimbursements for expenses related to disabilities and/or transgender needs.
* Birthday day off to celebrate with loved ones.
Equal Employment Opportunity
At Sinch, we’re committed to building a workplace where everyone feels valued, supported, and welcomed. We provide equal employment opportunities to all employees and applicants and do not discriminate on the basis of race, color, national origin, religion, creed, disability, age, sex, sexual orientation, gender identity or expression, marital status, familial status (including pregnancy, childbirth, and related medical conditions), status with regard to public assistance, veteran status, genetic information, or membership or activity in a local human rights commission, or any other status protected by applicable law.
Minnesota Applicants: In accordance with the Minnesota Human Rights Act, Sinch maintains a workplace free from discrimination and retaliation; information regarding applicant rights and required Minnesota workplace notices are available at the provided links.
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