Senior Customer Success Manager

| United States | Remote
Employer Provided Salary: 85,000-90,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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At Syncro, our Vision is to transform the Managed Services industry with an intelligent software platform that enables Managed Service Providers (MSPs) to harness unparalleled automation and efficiency.  We're on the lookout for collaborative individuals with diverse perspectives willing to  bring their authentic selves to a culture that prioritizes the employee and customer experiences. As a remote-first software company, we are relentlessly focused on living our core values. Please take a moment to reflect on whether you resonate with our company's core values and culture. If you believe you're ready to embark on a journey of delivering incredible customer experiences as a part of the Syncro team, then dive into the job details below!

Core Values: At Syncro we believe that companies with a strong, collaborative and inclusive culture perform better and provide a great working environment.  

  • Bring Your Authentic Self: Different voices, backgrounds, identities, and perspectives make us a strong and thriving workplace.
  • Take Ownership & Accountability: We hold ourselves accountable measuring progress and communicating at every step on the way.
  • Operate Transparently: We operate with integrity and trust, using transparent and clear communication to hold ourselves accountable to our Partners and Team Members.
  • Put Partners at the Center of Everything We Do: We care deeply about understanding our partners, and our products and services are delivered with our Partners’ best interests in mind.
  • Enjoy the Ride Together: We’re people-centric, and caring for each other is an important part of harmonizing our work with our personal needs.
  • Show Up to Win!: We each operate with the heart of a champion in our pursuit of excellence. We encourage innovation, operational diligence and embrace challenges as opportunities. 

Benefits Quick Overview:

  • Pay Range: $85K-$90K (+$20K on target variable compensation)
  • Remote first: We are the PIONEERS of “work from home” - remote work is all we have ever done and we do it well!  Our team members are all over the globe working from home and striking an awesome balance in their lives.
  • Equity Appreciation Program: Syncro offers an equity program that everyone participates in
  • Unlimited PTO: With a 2 week annual minimum, Syncro wants you to take time when you need it.
  • 401k Plan: A hassle free plan with a 50% company match up to 4% of your annual salary.
  • Health Insurance: Syncro covers 95% of the monthly premiums for you and your dependents. Plus our plans have extremely low deductibles and out of pocket costs that don't sacrifice great coverage for you or your family anywhere in the US.
  • Parental Leave: Up to 6 weeks paid parental leave so you can focus on the new addition to your family
  • And more!: Ask us about our other benefits like Pet Insurance, Flexible Spending Accounts, 100% employer paid Short Term Disability, and Ultra-Remote Work. 

The Opportunity:

As a Senior Customer Success Manager, you will be joining a growing team whose top priority is delivering constant value to Managed Service Providers and IT Professionals partnered with Syncro.

We’re looking for an energetic and enthusiastic individual that loves working with Small Business customers! You will be responsible for building trusted relationships with customers to guarantee high satisfaction, increase product adoption, and add value to their tool stack with Syncro marketplace offerings. This means having expert knowledge of our platform, understanding their business, and confidently recommending strategies that drive value for our customers.

This team is focused on building and implementing a framework for sustaining the valuable relationship between Syncro and its customers. You will work with goal-oriented, collaborative, and determined colleagues, and you must demonstrate extreme attention to detail, agility to adapt to new and changing processes, and passion for the customer experience. You will be working 100% remotely.

What You’ll Be Doing:

  • Develop a trusted advisor/consultative relationship with our Small Business customers to evaluate product usage, satisfaction, and overall health of the account.
  • Onboard our new customers by conducting technical walkthroughs to help them achieve their desired outcomes with Syncro.
  • Work with our customers to effectively implement and use Syncro technology to achieve their desired outcomes
  • Share updates, insights, and best practices that drive further adoption of our platform.
  • Achieve required revenue retention and growth targets by executing success strategies and making recommendations on marketplace offerings 
  • Manage up to 200 accounts while documenting all activity and touchpoints in Salesforce
  • Help create scalable playbooks and processes around partner interactions and profiles that can be used across the entire CSM team. 
  • Identify processes to facilitate cross-departmental communication, prioritization, and visibility for CSM requests and escalations. 
  • Collaborate with other departments such as Sales, Marketing, Support and Product.
  • Create recorded video content and written resources for the Syncro Academy
  • Conduct live webinars
  • Minimal travel to trade shows to represent Syncro

Must have skills:

  • Must have 4+ years of experience in a Customer Success or Account Manager role managing small business customers with strong knowledge of the IT Service Provider market.  
    • MSP Experience preferred
  • Must have 4+ years of experience recommending and executing technical software configurations with customers
  • Strong technical acumen with the ability to quickly grasp and distinctly explain technological and business concepts.
  • Ability to navigate customer organizational structures to identify and build relationships with stakeholders. 
  • Strong customer focus and ability to effectively and quickly build relationships and establish trust, respect, and communication. 
  • You are an independent worker and thrive working remotely
  • You can mediate difficult conversations and have expert de-escalation skills
  • You are a persuasive communicator and have a drive for strategic problem-solving
  • You have experience with Salesforce and/or other CRM software

Interview Process: At Syncro we believe in transparency and providing candidates with as much information as possible so you can make an informed decision during your job search. Below are the steps of the interview process you can expect:

  • Preliminary Zoom Screen with HR, 30m
  • Technical Assessment (Take home)
  • Interactive Assessment: Mock Customer Success Call, 60m
  • Key Stakeholder Panel, 60m

Company Details: If you’re curious about learning more about Syncro, read on and visit the links below.

Syncro is a B2B SaaS company with a highly collaborative and creative team serving the Managed Services Provider (MSP) industry. Picture an MSP as a company’s outsourced IT department - our platform empowers them with the tools and automation they need to run their businesses and supercharge their client services.  Our goal is to empower our customers (we call them partners) to thrive through operational excellence. We're all about making it happen together!

To see more about our product, and what it’s like to work here at Syncro, check us out online:

  • Website: www.syncromsp.com
  • Glassdoor: https://www.glassdoor.com/Overview/Working-at-Syncro-EI_IE4650167.11,17.htm
  • LinkedIn: https://www.linkedin.com/company/syncromsp/mycompany/
  • Life at Syncro Instagram: https://www.instagram.com/lifeatsyncro/ 

Syncro is an equal opportunity employer. We are committed to creating an inclusive environment where all employees can thrive and do their best work, free from discrimination and harassment.

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More Information on Syncro
Syncro operates in the Information Technology industry. The company is located in Kirkland, WA. Syncro was founded in 2018. To see all 3 open jobs at Syncro, click here.
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