Account Executive Email APAC

Sinch is currently transforming our Sales GTM across APAC and has the need to hire an Account Executive in Asia responsible for a pooled set of key customers for our email products. Customer success will be a KEY proactive function of this role that ensures customers receive value from our email products and services.

An Account Executive for Email products will work with a pooled portfolio of customers to reduce churn by using data on customer behaviour to intervene when usage changes, and by removing friction or increasing customers’ understanding of the benefits of Sinch email products and services. This Account Executive will be responsible for customer health (CSAT or health score) and baseline Revenue/GP maintenance of customers, protecting the install base and enabling additional expansion opportunities​.​

Ultimately, you will ensure an exceptional engagement experience is provided for every customer

What do you do in the role? 

• Customer Relationship Management: Cultivate strong relationships within the assigned account base,
• Customer Retention: Actively retain and renew customers by ensuring a positive experience throughout the life cycle​
• Customer Health Monitoring: Regularly assess and monitor the overall health and satisfaction of the customer​
• Identify Expansion Opportunities: Proactively identify expansion opportunities​ - Support customers through the process for upgrading or adding additional requirements to existing contract
• Contract Renewals: Support customer through renewal process via meetings, emails, and other support methods
• Facilitate Issue Resolution: Gather customer feedback and facilitate timely issue resolution 

How success will be measured

•       Portfolio Revenue

•       Churn  

•       Net retention of portfolio Volume

•       Upsell/cross sell Volume

•       Customer Coverage % (Calls, Meetings etc)

•       Customer Health Score

•       Customer Satisfaction Score

What experience/qualities you need to bring with you

• Experience: Minimum of 5 years of experience in customer success roles, preferably in the SaaS space.
• SaaS Knowledge: Strong understanding of the SaaS business model and familiarity with customer success methodologies and best practices.
• Performance: Proven ability to overachieve KPI’s
• Analytical Skills: Excellent analytical and problem-solving abilities, with proficiency in data analysis and using insights to drive business decisions.
• Customer-Centric Mindset: A customer-centric approach with a deep commitment to delivering exceptional customer experience and driving customer success.
• Communication: Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and engage with customers.
• Leadership: Proven ability to lead and mentor a team, fostering a positive and performance-driven work culture.
• Growth Mindset: Thrive in a dynamic environment, demonstrating adaptability, resilience, and a willingness to take initiative.
• Language fluency preferred with Chinese and English