Syncron is a leading SaaS company with over 20 years of experience, specializing in aftermarket solutions. Our Connected Service Experience (CSX) platform offers domain-fit solutions for:

• Supply Chain optimization,
• Pricing strategy,
• Service Lifecycle Management (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, Harley-Davidson, Mercedes, Ford, Renault and Nissan.

The Syncron Customer Success Team is seeking a proven leader to drive product adoption, share best practices and implement growth and optimization strategies in order to drive maximum value and success within our customer base.

The Customer Success Manager will work with a broad spectrum of customers to identify success metrics, conduct business and process optimization workshops, and provide recommendations for increasing the usage and adoption of Syncron products and services.

The keys to success in this role are the ability to facilitate work sessions with all levels in a customer organization, troubleshoot to identify gaps between best practice and actual usage of Syncron, and clearly communicate recommendations that enable the customer to fully adopt Syncron in order to grow their business in the Subscription Economy.

The role requires travel and is preferably based in Munich, but other locations within the EMEA Central and North territory are possible.

• You will be a trusted Advisor for key business owners and executives including CxOs
• Interface with C-level executives to drive program strategy and ROI
• Frequent multi-level communications through executive business reviews, QBRs, etc.
• Be point of contact for the customer regarding anything that concerns the delivery of Syncron’s services, commercial set-up and contracts
• Manage escalations and resolve customer issues in a timely and effective manner
• Develop and execute strategic account plans to drive customer retention and growth
• Collaborate with cross-functional teams, including Sales, Marketing, and Products, to ensure customer success
• Analyze customer data and metrics to identify trends and opportunities for upselling and cross-selling
• Monitor and report on customer health and engagement metrics to senior leadership
• Build relation with key stakeholders in the customer’s organization to enable a great customer experience and capture any concerns from a commercial perspective
• Present new opportunities for the customer to gain more value from using Syncron’s solutions
• Serve as an important source for information regarding the customer’s business needs and provide customer feedback to for instance Product Management, Sales, and Marketing

• 5 to 7 years of experience in Customer Success Management and Supply Chain Management consulting
• Strong business and strategic skills to drive value conversations
• Executive presence. Comfort with ambiguity and C-level communication
• Commercial contract negotiation experience to drive renewal and price increase conversations
• Experience from working with Supply Chain Management applications such as forecasting, planning, order management, price management, field service and warranty management etc.
• Degree educated, preferably with focus on Industrial Management, International Business, and/or Supply Chain Management
• As a person, you are analytical and have an interest in problem solving but with strongly developed communication and documentation skills

• Experience in automotive, manufacturing industry for after-sales

• Fringe benefits
• Flexible working model
• Structured onboarding training plan
• Employee referral program - a bonus of 1500 EUR if the referral gets hired

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!

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