Customer Success Manager

Job Description

Customer Success Manager

SYNTASA™ is looking for a a highly motivated Customer Success Manager who has demonstrated ability to manage and nurture client relationships, ensure their needs are met and their business goals are accomplished.

Join our team of leading machine learning researchers, software architects and developers who are building the next generation of sales, marketing and customers analytics platform. We leverage proven streaming, machine learning, visualization, and big data technologies to process massive amounts of data resulting in actionable intelligence that improves acquisition, conversion, and retention. This provides a unique opportunity to be a part of a growing team in a fast-paced and evolving environment that delivers business impacts from data driven recommendations.

As a Customer Success Manager, you will serve as the primary point of contact between the customer and Syntasa, ensuring all interactions are smooth, effective and aligned with the client’s goals.

Objectives of this role

• Serve as the main point of contact in all matters related to client concerns and needs
• Build and strengthen client relationships to achieve long-term partnerships
• Maintain accurate understanding of stakeholders, their objectives, alignment with Syntasa capabilities as well as of contract status
• Work with internal teams to develop strategic plans, deliver against the scope in SoW or wider objectives and meet KPIs
• Develop a thorough understanding of market trends, our products and service offerings to improve awareness and adoption of our product

Responsibilities

• Handle inquiries and requests from customers and address their needs and increase awareness on all active programmes running at client alongside actions and risks
• Stay on top of accounts, making sure they receive services that are within their budget and meet their needs
• Meet regularly with internal and client team members to discuss progress
• Understand business value and outcomes generated through Syntasa supported programs and raise risks internally/externally if and when either of that is affected
• Generate monthly and quarterly progress reports for clients senior leadership for all active programs
• Facilitate sessions focused on expanding other use cases that can be supported within the platform
• Identify upsell, cross-sell, and renewal opportunities and communicate with the sales team regularly

Required skills and qualifications

• Internship or professional experience in a Customer service, PM and marketing role
• Ability to multitask and juggle several responsibilities simultaneously
• Strong Stakeholder management skills and Communication skills
• Excellent organizational skills and attention to detail

Preferred skills and qualifications

• Proven track record of meeting or exceeding quotas and receiving positive customer feedback
• Proficiency with common customer success and work management software, such as Jira, Zendesk and documentation tools like Excel, Powerpoint