Technical Customer Success Manager

EazyStock

EazyStock’s parent company, Syncron, has been specializing in Inventory and Price solutions for enterprise customers for 30years. With customers such as JCB, Mazda and Manitowoc, Syncron is a market leader in their field.

EazyStock was set up as a cloud-based forecasting, purchasing and inventory optimization tool, with the goals of helping customers reduce stock, increase service level, provide dynamic categorization, and give easily accessible KPI information.

We are an entrepreneurial and international team, operating across Europe, Asia, and the USA, developing and selling the best cloud-based inventory optimization solution on the market.

The software is best in class, but it is our people that make us special. We hire great people, give them the tools, and then help them to flourish. We are a customer first business who achieve our goals together.

We are looking for someone who has a growth mindset, can bring experience and knowledge, and who has a genuinely customer centric outlook.

About the role

A Technical Customer Success Manager (T-CSM) plays a crucial role in a SaaS organization by bridging the gap between technical teams and non-technical CSMs. They ensure the best customer experience during onboarding and post go-live phases. This exciting and broad role involves working directly with customers on implementation, as well as handling technical setup and modifications to help customers achieve their goals.

A T-CSM takes responsibility for their assigned customers, becoming an integral part of their business and serving as a valuable, tech-savvy advisor. Understanding what customers do, how they do it, and how EazyStock can add long-term value is essential.

All types of CSMs are the voice of the customer within the business. Whether this be product development, process improvements or support requirements, you will work cross functionally to ensure needs are met and you will play a major role in how the region evolves to further support their customers.

The T-CSM role is wide ranging and has plenty of scope for you to personalize your approach and develop your skills. Reporting to the Head of Customer Success, you will work with a portfolio of customers and all the support required to thrive in your role.

A Career Progression Model is in place and can be discussed at interview.

What would you do?

EazyStock Implementation

As a T-CSM you will help our customers get started with EazyStock efficiently & effectively.

You will:

• Attend, contribute to, and potentially lead Discovery Workshops with customers.
• Map customer requirements to EazyStock capabilities.
• Help customers to map their data to the EazyStock interface file specifications.
• Work with our implementation team to configure the EazyStock solution.
• Test inbound customer data and EazyStock results.
• Support user training.
• Fine tune parameters to ensure best results for the customer.
• Understand and help design integration connectors
• Potentially create SQL reports to support specific use cases.
• Maintain and edit data transformation files (XSL)

Managing / supporting existing Customers

Once the customer is live you will:

• Monitor customer usage and analyse results and KPIs.
• Provide ongoing training on advanced functionality and new releases.
• Support value reviews with all of your customers to ensure they are meeting their goals, understand if their needs are changing and set value targets for upcoming periods.
• Be a point of contact for your customers, providing expert advice and timely solutions. Liaising with XS team if required.
• Encourage customer advocacy via reviews, whitepapers, and video case studies.
• Look for upsell opportunities.
• Identify functionality gaps, scope solutions, and liaise with Products Team to ensure appropriate development for your customers.

The role might also include onboarding new partners, attending and speaking at appropriate business events, shooting EazyStock related video content, an educational approach to social media posting, demoing and providing sales support, internal project involvement/leading and any other reasonably related tasks.

Who you are? / What we expect:

An individual who is passionate about growing the EazyStock business within the North America region. Laser focused on delivering customer satisfaction, this will also be someone who has incredible communication skills and must be able to build meaningful relationships at all levels of business.

The individual will be very organized and prepared to take full responsibility for their customers and their own time, structuring conflicting deadlines in the correct manner to ensure projects move forward at the appropriate pace.

Someone who has a genuine interest in utilizing software to solve business problems and has experience/knowledge of using other business tools such as ERPs, CRMs or WHM solutions.

The individual will have knowledge (and likely experience) of Supply Chain, Purchasing or Forecasting and will easily be able to discuss the benefits of the EazyStock software.

This will likely be the next step in your career, possibly the first out of industry, but it will definitely be someone who is ready to step into a challenging role in a growing market with insane potential. Being a great teammate and being coachable are skills that will also be required.

Candidate requirements:

• Some demonstrable working experience in at least one of Supply Chain, Purchasing or Forecasting.
• Business English proficient. With evidence of tailoring both verbal and written communication to achieve desired results.
• Clear and concise presentation skills, ability to adapt message depending on audience.
• Ability to teach, train and coach users through their EazyStock journey, identifying different learning methods and adapting your training.
• Desire and ability to keep up to date with news/issues/advancements in technology related to the domain.
• Effective organization and prioritization skills.
• Experience using Microsoft Word, Excel, PowerPoint, and Outlook (or equivalents) in a business environment.
• Proactive and self-motivated.
• Customer centric attitude.
• Ability and desire to travel to customer sites as required.
• Being genuinely comfortable with the ongoing changes that occur in a growing business.
• Confident to give, receive and act on feedback in a timely and constructive manner.
• Experience working with SQL writing, databases structures etc.
• Experience working with XML and XSLT transformations
• Experience in a cloud SaaS organization.
• Experience with cloud Software implementations.
• Chicagoland based.

The icing on the cake:

• Project Management Experience (particularly in Software).
• Customer Success/Account Management experience.
• Experience working in a growth business.
• Experience working with Partners or in direct sales processes.
• A Degree or further education in domain or software related subject.
• Experience using Salesforce, JIRA, Freshdesk or similar.
• Intermediate or advanced Microsoft Excel skills.
• Experience working with REST APIs
• Additional languages.

Unsure if you meet all the job requirements but passionate about the role? Apply anyway! Syncron values diversity and welcomes all Candidates, even those with non-traditional backgrounds. We believe in transferable skills and a shared passion for success!

Syncron is a leading SaaS company with over 20 years of experience, specializing in aftermarket solutions. Our Service Lifecycle Management Platform offers domain-fit solutions for:

• Supply Chain optimization,
• Pricing strategy,
• Service Fulfillment (e.g. warranty management, field service management, service parts management, knowledge management).

Our company has a global presence with offices in US, UK, Germany, France, Italy, Japan, Poland, India and group headquarters in Sweden.

We build upon the belief that our greatest strength is our People. Our unique company culture has been appreciated by our Employees.

With this we are winning the hearts and minds of world-leading organizations, such as JCB, Kubota, Electrolux, Toyota, Renault and Hitachi.

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