Description : Customer Success Manager. Company : Syncron. Location : Zdalna in 00-105 Warszawa

ABOUT SYNCRON

Syncron AB is a Swedish software company that provides solutions tailored to the aftermarket. With over 20 years in business, we continue to rapidly grow and outshine in the aftermarket solutions market being one of the fastest growing SaaS companies in Sweden. Putting customer success at the heart of our operations and realizing compelling ROI for our manufacturing clients consistently are the reasons for our customer retention rates being world-class.

Today, Syncron empowers leading manufacturers and distributors to capitalize on the world's new service economy. We improve aftermarket business profitability, optimize working capital, increase customer loyalty, and enable our customer’s ability to transition successfully to future service-driven business models. With industry-leading investments in AI and ML, Syncron offers the first, innovative, customer-endorsed, and complete end-to-end intelligent Service Lifecycle Management (SLM) solution portfolio. Syncron’s offer encompasses leadership solutions such as: service parts inventory, price, equipment uptime, warranty, service contract, and field service management. Delivered on Syncron’s Connected Service Experience (CSX) cloud platform, our solutions offer customers competitive differentiation through exceptional aftermarket service experiences, while simultaneously driving significant revenue and profit improvements into a manufacturers or distributor’s business.

With this we are winning the hearts and the minds of world-leading organizations, such as companies like JCB, Atlas Copco, CNH, Kubota, Caterpillar, Harley-Davidson, Mercedes, Ford, Renault and Nissan. Our ability to act local but cover global demands of our prospects and clients make us be relevant for leading enterprises looking for long-term partnerships around the world.

THE OPPORTUNITY

Syncron is growing and expanding its business! To deliver exceptional after-sales services is becoming even more important for world leading manufacturers. Syncron’s solutions meet this need and support companies in delivering exceptional after-sales services.
The Syncron Customer Success Team is seeking a proven Customer Success Manager (CSM) to drive product adoption, share best practices and implement growth and optimization strategies in order to drive maximum value and success within our customer base.
The CSM will work with a broad spectrum of customers to identify success metrics, conduct business and process optimization workshops, and provide recommendations for increasing the usage and adoption of Syncron products and services.

The keys to success in the role CSM are the ability to facilitate work sessions with all levels in a customer organization, troubleshoot to identify gaps between best practice and actual usage of Syncron, and clearly communicate recommendations that enable the customer to fully adopt Syncron in order to grow their business in the Subscription Economy.

In addition to the role as CSM, we are looking for someone to drive our Digital CSM initiative. The ideal candidate has the experience and a strong interest to analyze, improve and automate the Customer Journey.

The role requires some travel and is preferably based in Poland, but other locations within the EMEA Central and North territory are possible.

RESPONSIBILITIES

• Trusted Advisor for key business owners, project- and program managers and power-users
• Possesses the ability to interface with customers key stakeholders and decision makers to drive program strategy and ROI
• Proactively identify where and how Syncron capabilities can deliver incremental business value
• Frequent multi-level communications through business reviews (EBRs and QBRs) and regular cadence meetings
• Be point of contact for the customer regarding anything that concerns the delivery of Syncron’s services, commercial set-up and contracts.
• Build relation with key stakeholders in the customer’s organisation to enable a great customer experience and capture any concerns from an operational and commercial perspective.
• Present new opportunities for the customer to gain more value from using Syncron’s solutions.
• Serve as an important source for information regarding the customer’s business needs and provide customer feedback to for instance Product Management, Sales, and Marketing.
• Analyze, define and implement digital processes to support the Customer Journey.

REQUIREMENTS

• 5 to 10 years direct client management experience in enterprise software
• 5 to 10 years of experience working with SaaS solutions, billing, ERP, finance or accounting
• Strong business and strategic skills.
• Experience from Customer Success Management and/or Supply Chain Management consulting.
• Strong account management, client service and/or management consulting experience
• Entrepreneurial and commercially interested with some experience of contract management.
• An interest in leveraging Information Technology to reach world class business objectives in after-sales and supply chain management.
• Experience in working with Gainsight platform.
• Experience from working with Supply Chain Management applications such as forecasting, planning, order management, price management, field service and warranty management is a plus.
• Degree educated, preferably with focus on Industrial Management, International Business, and/or Supply Chain Management.
• As a person, you are analytical and have an interest in problem solving but with strongly developed communication and documentation skills.

Why Syncron?

People who excel at Syncron are smart, motivated, share the same values and are passionate about our mission and the opportunity to be part of a once in a lifetime market opportunity. Ask yourself: Do want to be part of the largest transformation manufacturers will see in a century? Do you love building high-value global brands? Do you thrive in a fluid and high-energy work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement?

At Syncron, the diversity of our employees is the key to our historic and future success; it’s something that enriches our work environment, and we will continue to nurture this. To those who have ever been made to feel less than equal, simply because of who you are: we see you, you matter, you are important, you make a difference, and we ask you to consider continue making this difference at Syncron.

#LI-SYNCRON
#LI-Hybrid
#Full-Time
#Mid-Snr