At a Glance
- Tasks: Drive account growth by engaging with high-value clients and creating strategic marketing solutions.
- Company: Join Sinch, a leader in customer communications trusted by top brands like Google and Uber.
- Benefits: Competitive salary, performance bonuses, and opportunities for personal and professional growth.
- Other info: Collaborative team environment with a strong emphasis on learning and development.
- Why this job: Be a key player in transforming customer engagement through innovative communication strategies.
- Qualifications: 7+ years in account management with a focus on value-based selling.
The predicted salary is between 72000 - 90000 £ per year.
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. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey. These values are our foundation!
About the role: We are looking for a commercially driven, proactive Senior Account Manager to join our UKI team. In this role, you will be the primary commercial owner for a dedicated portfolio of existing, high-value UKI enterprise and technology growth accounts. Rather than selling on purely technical specifications, network delivery, or transactional volume pricing, your focus will be on Value Sales. You will engage directly with Line of Business (LOB) leaders in Marketing, Customer Experience (CX), and Product to identify high-value business use cases. By positioning Sinch's core portfolio of CPaaS Messaging (SMS, WhatsApp, RCS), secure Email (Mailgun), and Voice APIs as strategic growth drivers, you will help customers design next-generation conversational commerce, marketing engagement, and customer service journeys that drive tangible business ROI. You will report directly to the regional Sales Director and act as the trusted advisor helping your clients scale their customer engagement.
Key Responsibilities
- Value-Led Account Growth (LOB Up-sell & Cross-sell): Take complete commercial ownership of an existing portfolio of UKI accounts, shifting the relationship from a transactional vendor to a strategic growth partner. Initiate value-driven conversations directly with Line of Business (LOB) stakeholders in Marketing, Customer Experience (CX), Operations, and Product. Map out and co-create next-generation customer use cases, such as personalized conversational marketing campaigns, automated customer care journeys (via WhatsApp and RCS), and high-deliverability transactional customer touchpoints (via Email and Voice APIs). Proactively defend and grow existing contract values, leading commercial negotiations, business-case presentations, and long-term contract renewals.
- Strong Collaboration with Customer Success (CSM): Partner closely with our Customer Success Management (CSM) team in a coordinated 'two-in-a-box' account model. While CSMs drive day-to-day platform health, technical adoption, and operational satisfaction, you will own the commercial strategy, value-expansion pricing, and contract negotiations. Work hand-in-hand with CSMs to execute regular Executive Business Reviews (EBRs) with LOB buyers, translating usage trends, operational health, and product insights into strategic, business-case-driven up-sell and cross-sell pipelines. Jointly coordinate with CSMs, Solutions Engineering, and Support to proactively mitigate churn risks, secure renewals, and ensure world-class delivery and network performance.
- Data-Driven Account Planning: Analyze volume trends, usage patterns, and gross profit variance across your portfolio alongside CSM metrics to identify organic expansion triggers. Maintain highly accurate pipeline forecasting within Salesforce, tracking expansion stages, contract renewals, and upsell milestones.
Requirements
- Proven Value-Sales Pedigree: 7+ years of quota-carrying account management or relationship sales experience, with a documented track record of expanding enterprise accounts through value-based selling rather than transaction or volume-led selling.
- Collaborative Operator: Proven experience working in a team-based account model, successfully partnering with Customer Success Managers (CSMs), Technical Account Managers, or Solutions Engineers to run a portfolio. Demonstrated ability to map accounts, identify cross-sell triggers, negotiate pricing agreements, and execute usage-based or consumption-based contract expansions.
- Residing in the UK with the ability to travel for key customer and team meetings. Our corporate language is English, please submit your application in English. At Sinch, we value learning, embrace change, and offer opportunities for personal and professional growth. Unfortunately, we are not supporting relocation at this time. Have a valid British work permit.
At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel. If this role isn't what you're looking for, please explore the other opportunities listed on our career page. The annual base salary for this position ranges from 72,000 to 90,000, plus a variable compensation component to be determined.
Senior Customer Service/Account Executive in London employer: Sinch
At Sinch, we are not just about pioneering communication; we are committed to fostering a vibrant work culture that values collaboration, innovation, and personal growth. As a New Sales Executive in the UKI region, you will thrive in an environment that encourages you to 'Dream Big' and 'Win Together', with ample opportunities for professional development and a competitive compensation package. Join us in shaping the future of customer communications while enjoying the unique advantage of working with industry-leading clients and a supportive team dedicated to your success.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service/Account Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sinch. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sinch before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Service/Account Executive in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sinch:Your cover letter is your chance to shine! Tell us why you want to work at Sinch specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sinch!
How to prepare for a job interview at Sinch
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
