Senior Customer Success Manager

Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure and resilient private, public or hybrid cloud. With strong technical and functional consulting services, and world-class monitoring and automation, Syntax serves some of North America’s largest corporations across a diverse range of industries. Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.

About the Role
We are seeking a highly experienced and proactive Senior Customer Success Manager to join our dynamic team in Canada. In this role, you will be the trusted advisor and advocate for our enterprise customers, ensuring they achieve maximum value from our solutions while fostering long-term partnerships. This position requires a deep understanding of customer communication, escalation management, executive business reviews, and contract management, complemented by expertise in public clouds, ERPs (particularly JDE and Oracle solutions), and cloud technologies.

Key Responsibilities
1. Customer Communication & Relationship Management:
◦ Build and nurture strong, long-term relationships with enterprise customers, ensuring satisfaction and loyalty.
◦ Act as the primary point of contact for customers, delivering a seamless and exceptional experience.
2. Escalation Management:
◦ Proactively identify, manage, and resolve customer issues, ensuring minimal disruption and maintaining trust.
◦ Collaborate with cross-functional teams to address escalations effectively and implement preventive measures.
3. Contract Understanding:
◦ Fully comprehend contract terms, SLAs, and deliverables, ensuring alignment with customer expectations.
◦ Provide guidance on contract amendments and renewals, ensuring mutually beneficial outcomes.
4. Executive Business Review (EBR) Expertise:
◦ Conduct strategic business reviews with customer executives, highlighting achievements, opportunities, and alignment with their goals.
◦ Deliver actionable insights and recommendations during EBRs to drive customer success and growth.
5. Technical Expertise:
◦ Demonstrate a thorough understanding of public cloud solutions and ERP systems, particularly JDE and Oracle Cloud.
◦ Advise customers on best practices and innovative approaches to optimize their technology investments.
6. Customer Success Strategy:
◦ Define and execute tailored success plans for customers, ensuring alignment with their business objectives.
◦ Monitor customer health metrics and drive initiatives to improve adoption, retention, and expansion.

7. Technical expertise- 

• Work with technical delivery teams to identify common issues and help develop cross functional continuous improvement plans
• Coordinate and were needed take ownership to ensure timely response and resolution to all service activity, conduct problem management and drive actions to closure with respect to client service issues, process and/or service delivery gaps

Qualifications
1. Experience:
◦ Minimum 8 years of experience in Customer Success Management or similar roles, ideally within the technology sector.
2. Skills & Expertise:
◦ Exceptional customer communication and relationship management skills.
◦ Proven track record of managing escalations and delivering resolutions in a timely manner.
◦ Strong understanding of contracts and ability to interpret and act on contractual obligations.
◦ Expertise in conducting Executive Business Reviews and presenting to senior stakeholders.
◦ Deep knowledge of public clouds, ERPs, especially JDE, Oracle solutions, and Oracle Cloud.
3. Technical Knowledge:
◦ Familiarity with cloud platforms like AWS, Azure, or Google Cloud is a plus.
◦ Ability to advise on ERP optimization strategies and integration with cloud solutions.
4. Soft Skills:
◦ Strategic thinker with a customer-first mindset.
◦ Excellent problem-solving and organizational skills.
◦ Strong presentation and communication abilities.
5. Education:
◦ Bachelor’s degree in Business Administration, Information Technology, or equivalent experience. MBA is a plus.

Why Syntax?

Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world's most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.  

• Competitive, above-average compensation
• Global tourist: With us, you can also work from abroad from time to time
• Flexible working time models, home office
• Attractive benefits, e.g. company pension scheme or various health offers
• A modern environment in which the "you" is part of it
• Open feedback culture, flat hierarchies and a motivated team
• Individual career planning with continuous training and coaching on the job

You see a personal challenge in this responsible task? Apply now - and become part of the SYNTAX team!

Syntax is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.