Sr. Service Manager * Sr. Customer Success * Client Success

Snapshot:

Synchronoss Technologies (Nasdaq: SNCR), a global leader in personal Cloud solutions, empowers service providers to establish secure and meaningful connections with their subscribers. Our SaaS Cloud platform simplifies onboarding processes and fosters subscriber engagement, resulting in enhanced revenue streams, reduced expenses, and faster time-to-market. Millions of subscribers trust Synchronoss to safeguard their most cherished memories and important digital content.

Synchronoss is seeking a highly motivated individual to join our Customer Success team in the capacity of Senior Service Manager. The Senior Service Manager is a vital member of our Customer Success team who has accountability for the ongoing management of live Services for one or more of Synchronoss’ customers. The Service Manager utilizes multiple ITIL processes in the execution of their duties including Change, Crisis, Problem, and Capacity Management to drive platform stability, ensure strict adherence to SLA, and drive a high degree of customer satisfaction. The successful Service Manager utilizes personal relationship building, technical knowledge, and multiple ITIL processes to drive high quality services and deliver a high degree of customer satisfaction.

• Leverage customer relationships, key data insights, and knowledge of our products and processes to increase subscriber satisfaction, adoption, and retention.
• Work as part of cross-function Customer Success team with Account Management, Sales, Customer Support, Product, Professional Services, and Solution Design to ensure subscribers to the Service have a great user experience.
• Drive service stability through proactive engagement with strong focus on the customer and business success.
• Use data analytics, subscriber sentiments, and customer feedback to inform Product on opportunities for improvement, prioritize customer issues, drive for continuous improvements.
• Collaborate with Account Directors to ensure strategic alignment with the customer’s goals and subscriber experience.
• Serve as the central point of communication for support ticket escalations, driving a sense of urgency and owning external messaging for escalations, while partnering internal resources to resolve underlying issues.
• Perform regular Service Operational Reviews and performance reporting with focus on meeting or exceeding service and support KPIs and service SLA.
• Management of major incidents and issues; driving problem management to drive to and mitigate root cause to prevent reoccurrence & future issues.
• Report, communicate, and update relevant stakeholders on the on-going operation of services, incidents, improvement programs with an eye on transparency, visibility, timeliness, and expectation management.
• Manage Change Process in adherence with Synchronoss and Customer policy.
• Serve as part of major incident on-call team and provide support and leadership outside of core business hours for major incidents / high impacting issues.
• Facilitate team growth through skills mentorship and thought leadership.
• Occasional travel may be required.

• Candidates should have 8+ years of experience in Service Management, Customer Success, or related positions.
• BS in Computer Science, Information Technology, or related field.
• Experience with Cloud Technologies including Amazon Web Services (AWS).
• Working knowledge of the Google and Apple app ecosystem including the App submission process to Google PlayStore/Apple Store
• ITIL qualified or on the path to obtain ITIL certification.
• Driven to constantly learn, grow, and improve.
• Must have strong written and verbal communications skills.
• Exposure to managing customer expectations.
• Demonstrated strong leadership skills with ability to engage, collaborate with and motivate stakeholders.

• Experience with top-tier telecom carriers is preferred.
• Experience in working within geographically dispersed teams and outsourced partners.
• Experience working with ServiceNow
• Familiarity with some of the following technical concepts is a plus:
• Working knowledge of CI/CD concepts and tools such as Terraform, Spinnaker, and build pipelines.
• Kubernetes
• Large, Highly Available, Clustered Solutions
• MariaDB
• Cassandra (Data Stax distribution)
• SwiftMQ or RabbitMQ
• VPNs
• DNS

·       Competitive Salary + Bonus

·       Flex Time PTO

·       Healthcare

·       401K

·       Vision

·       Dental 

Synchronoss is proud to be an Equal Opportunity Employer. As a global company, we value and celebrate diversity and are committed to a workplace free from discrimination and harassment. We take pride in fostering an inclusive environment based on mutual respect and merit. We are at our best when our workforce is dynamic in thought, experience, skill set, race, age, gender, sexual orientation, sexual expression, national origin and beyond.