Sales Support Specialist - job 1 of 2

­­ Sales Support Specialist

We are Sinch, a global leader in cloud communication, offering innovative solutions that power seamless customer experiences through SMS, voice, video, and messaging. Our technology enables businesses to engage with customers around the globe efficiently and effectively. With a presence in more than 50 countries, our team is passionate about pushing the boundaries of what's possible in communication.

Why do we have this role?

We are looking for Sales Support Specialist who will be is a key member of the commercial team, responsible for facilitating smooth operations, managing customer interactions, and enhancing the efficiency of the sales process. This individual will work closely with Account Executives, Sales Managers/Reps, Customer Success Managers and cross-functional teams to ensure our clients receive prompt, professional support and that our commercial processes run efficiently.

The role will be focused on Enterprise and Mid-Market customers – with some coverage of SMB/SB customers as needed. 

What do you do in the role?

Reporting to the Manager, Sales Support and Data Enrichment, the Sales Support Specialist works within the APAC Business Operations team and will partner with key stakeholders in the business (Local Finance, Global Billing & Credit Control, Sales, Account and Customer Support teams) to drive and manage admin tasks such as international sending requirements, number type administration, documentation, non-commercial account changes

• Manage and Support International Sending Requirements:

1. Managing country changes that will impact customers: Monitor notifications from Global Messaging team around pricing and regulation changes that may impact specific customers that are listed. From there work with legal, marketing and account management team to advise customers of imminent changes, increase prices if required or if paperwork is required send through to customer and advise of next steps. This will also include keeping relevant website pages updated as they relate to different country restrictions
2. Sender ID verification process management:  Liaise with customers to assist with walking them through the process of registering Sender ID’s, submit and follow up applications and provide assistance where necessary, monitor status and escalate to relevant teams where necessary, ensure the customers can go live in a timely manner
3. Assist customers with global sending set up: Provide support internally to the Commercial Team based on a customers’ query of wanting to send to international locations, this includes but is not limited to, collating rules/restrictions when wanting to send to the countries in question, gathering pricing information and facilitating any processes required for a customer to enable this

• Small Change Management: Manage minor adjustments or updates requested by customers, ensuring quick and efficient resolution

• Documentation: Assist in recording required fields via documentation, e.g. RFP responses, mandatory forms, security questionnaire completion, etc.

• Deprovision or port existing numbers

-       Creation of ticket to remove, ensure billing team remove charges and liaise with customers that process is complete

• Configuration of changes to a customer account

-       Increasing account throughput, change of routing rules, internal migration of accounts, new connections/gateways and projects cleanup

• Provide general support to the Sales Team in APAC in achieving targets, sales process optimisation and systems management

How success will be measured

• Response Time: Percentage of tickets to be answered within a specific time frame
• Issue Resolution Rate: Percentage of customer or sales issues resolved within a specific time frame
• Order Processing Accuracy: The percentage of tickets/tasks processed without errors
• Customer Support Feedback: Satisfaction scores or qualitative feedback on interactions
• Internal Feedback: Ratings or feedback from sales representatives, account managers, managers  and cross- functional teams
• Sales Growth Influence: Demonstrated correlation between support activities and Revenue/Gross  
• Profit growth
• Process Improvement Suggestions: Contributions to optimising sales workflows

What experience/qualities you need to bring with you

• Minimum of 3+ years in a similar role
• Proficient in MS excel, Salesforce and MS Office suite.
• Sales process knowledge
• Software Skills: Working proficiency in ZenDesk, Salesforce, Zuora, AMS, NOVA and Hub Support
• Excellent attention to detail and accuracy is essential, with strong customer service and communication skills.
• Sound time management, prioritisation and follow-up skills, including the ability to effectively balance quality and quantity of output.
• Excellent problem-solving skills with the capability to recommend solutions and improvements.

Our Values

At Sinch we “Dream Big”, “Win Together”, “Keep it simple” and “Make it Happen”. These values are our foundation for fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results.

Bring your authentic self to Sinch

Here at Sinch we embrace diversity and work to create an inclusive workplace where everyone can thrive. No matter who you are, you'll be able to explore new career and growth options - sharing your voice, building your path and making it happen with us.

If this role isn’t what you’re looking for, please consider other open roles on our career page: Sinch Careers

Our Hiring Process

At Sinch, we are committed to following a recruitment process that is fair, objective, consistent, and non-discriminatory. To help us place the right people in the right role, we believe in science-based and fair assessment methods. We follow a competence-based, structured interview process where your skills, experience, and attributes relevant to the role and Sinch will be assessed. As part of our recruitment process, pre-employment testing is used to help us increase our hiring success by identifying the candidates that are most likely to thrive and be successful in the role. We acknowledge that there are two parties deciding in this process and welcome you to ask any questions you may have at any stage of the process.