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Role: CSM / Project Manager

Location: US Wide

What they do

Syncari was born out of frustration. Put simply, we can’t stand the fact that despite the decades of effort poured into integrating and managing data across systems, data confidence keeps getting worse. We built our data automation platform to help business leaders take back control of their data and restore data confidence once and for all.
By combining our unique Operational Data Hub with truly stateful multidirectional synchronization, we’ve created a complete platform for moving your integrated, yet still siloed, revenue applications into an operating system for your business, from leads to billings.
Syncari helps businesses solve costly data inconsistencies by treating the enterprise application stack as one harmonized system, while intelligently cleansing, merging, augmenting, and transforming data across them. It was built for revenue operations professional and requires no code to automate key business process through data flows, rather than triggers.

About the role

  • Be a member of Syncari Customer Success, providing mentorship, planning and oversight while demonstrating adoption and technical best practices
  • The Customer Success Manager (CSM) is the key partner helping our valued customers achieve their strategic objectives and maximum value from their investment in Syncari
  • The CSM serves as the liaison between the customer and the Syncari ecosystem, streamlining partnership with Product Management, Engineering, Professional Services, Education, and others
  • Develop strong overall relationships internally within the business and external with assigned clients; with a focus on driving adoption, ensuring retention, and happiness
  • Work with clients to build Customer Success Plans, establishing critical goals, to aid the customer in achieving their objectives
  • Measure and monitor customer’s achievement of critical and key performance indicators, reporting both internally to Syncari Account team and externally to Customer Sponsors and Executives
  • Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards, and program status
  • Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services
  • Work closely with the Syncari Account Team (Account Manager, SE, PS) to find opportunities for new usage of Syncari across organizational functions
  • Experience leveraging a connected team to help customers success, to include partnering with organizations such as renewals, business value, specialists, and other field support organizations
  • Work to identify and/or develop upsell opportunities
  • Advocate customer needs/issues cross-departmentally and program-manage customer concerns
  • Assist in workshops to help customers demonstrate the full value of Syncari solutions and lead periodic partner meetings
  • Provide insight with respect to the availability and applicability of new products and features
  • Support Professional Services with scoping, and selling follow-on and new service opportunities
  • Identify in cooperation with the Account team the key success criteria for Syncari deployment and drive customer value
  • Cultivate customer champions, technical and executive, that will be responsible for successful implementation of the product
  • Act as the Syncari liaison for Syncari technical inquiries, issues or escalations. This will include working with Syncari Support, Product Management (i.e roadmaps), or others as needed
  • Maintain current functional and technical knowledge of the Syncari platform and future products

About you

  • 3-5+ years in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions
  • Familiarity with data integration technologies such as iPaaS, ETL, ReverseETL, REST API and coding languages such as Python and SQL
  • Since this role is essential to Syncari’s customer success initiative, you will have a rich history of growing customer satisfaction, adoption, and retention
  • Confirmed ability to drive continuous product value
  • Experience listening to customers, clearing obstacles, and developing product use-cases
  • You will be a strong teammate, but still a self-starter capable of working independently
  • Since this role is customer facing, you will possess exceptional verbal, written, social, presentation, and interpersonal skills
  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly while still having the ability to focus on details and be analytical
  • Good technical and problem solving skills coupled with the ability to provide quick resolution to problems
  • Prior experience conducting workshops to customers and discussing pros and cons of implementing various technologies and business value
  • Experience navigating and steering customer engagements to completion with a high level of customer happiness
  • This position is based remotely – but as it is customer facing, CSMs should be willing to travel if needed

Interested?

Speak to your contact at Org 3D who can answer any questions you have and set a call up with the client.

Not for you?

Refer somebody else. We’ll give you $1000 if they land the role!

Afternoons

After lunch, our target markets have risen, and so your duties will shift to maximising time with people on the phone. This will involve:

Business development
You’ll take the details gathered in the morning to reach out to new prospects, which may include phoning prospects, then booking in Zoom calls after.

Following up
Some clients and candidates will need a bit of chasing after you’ve spoken to them. This might involve getting interview feedback.

Headhunting
As for the candidates you previously headhunted who haven’t yet responded on LinkedIn, you’ll reach out to them again.

Wrapping up
You’ll perhaps confirm interviews, send calendar invites or proposals for retained projects. There will be a team debrief, and you’ll reflect to enable goal setting for the next day.

Mornings

Mornings are when all our clients, candidates and prospects are asleep, so this is our preparation time. This consists of mostly marketing activities:

Goal setting
Goal setting for what you will get out of the day is a crucial part of how we work. You should note that things change, so midweek you may have to tweak it to stay on track.

Communication
Overnight there may have been offers made, interview feedback, responses to marketing emails, or calls booked in. You’ll reply to these, so recipients will see it first thing their time.

Discovery
You’ll use the likes of Crunchbase, LinkedIn and ZoomInfo to discover exciting companies and their people’s details in our niche, and the best candidates to network with.

Build projects
This is gathering all the information from the previous step. You’ll set up email campaigns with tailored messaging, as well as create bespoke video pitches.

Need our help?Fill in your details and let us know a little more about the role(s) you’re looking to fill. One of the team will then be in touch to discuss how we can help.



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