Customer Success Manager (USA)

The Customer Success Manager facilitates a superlative customer experience for Sycurio customers by expertly defining the customer’s business solution and integration design, providing technical oversight in their onboarding process and in their production lifecycle ensuring they achieve their success criteria and maximise the value of their investment in Sycurio services.

They are the customer’s trusted Sycurio solution and technology subject matter expert and advisor, providing the customer with guidance and support on technology and process best practices to maximise value realisation.

The Customer Success Manager partners with the Sales Account Manager on target accounts to enable and secure customer stability and satisfaction and identify growth and upsell opportunities based on Sycurio solution optimisation.

This role is a key member of the Customer Experience team enabling a seamless Sycurio technology experience and ensuring ongoing alignment to maximise customer value realisation from their use of Sycurio solutions.

Key Responsibilities:

• Supporting the sales cycle, engaging with customers in later stages of a deal in conjunction with the delivery team to understand and verify customer requirements and fit to our standard offer, informing pricing to reflect variance to standard.
• Engaging with the customer in the post-contractual phase, capturing the customer detailed requirements and customers success criteria, defining the detailed technology solution blueprint, and project scope that can be delivered by the project manager.
• Continually assessing the technical optimisation of the implementation, recommending enhancements and/or additional modules/features to be enabled to maximise the value obtained by the customer and ensuring the customer’s success criteria are being met and that our services are successfully and continuously adopted.
• Demonstrating a deep understanding of a customer’s critical business requirements and offering guidance and best practices that support customers in meeting their business objectives and maximising their value and confidence in the Sorted solution(s).
• Supporting the Account Managers in delivering relevant technical content in QBRs
• Engaging with all levels and relevant roles within a customer organisation, including C-level executives, particularly focused on operational and technical stakeholders.
• Proactively identifying customer challenges and collaborating with the customer and Sycurio teams to implement enduring solutions
  Manage across teams to bring together resources at appropriate times in the customer lifecycle to ensure a positive customer experience that delivers their value.

Key qualifications, skills, experience:

• Significant experience as a Customer Success Manager in an enterprise B2B SaaS business
• Technical background gained from hands on experience of implementing API first SaaS solutions with customers or similar.
• Experience as a customer facing product specialist integrating customers into a B2B SaaS service
• Demonstrable experience and know-how regarding mission critical enterprise SaaS application stacks and API integrations and programming ability.
• Stake holder and cross team management skills, gained either from line management or managing delivery through virtual cross functional teams
• Effective cross-functional communication skills, particularly with engineering, product management and project management teams
• Effective complex solution demonstration skills
• Track record of outcome-focused decision-making
• Track record of frequent personal interactions with customers and senior stakeholders
• Tech-savvy in evolving technologies, programming languages and tools
• Confident public speaker and large group facilitator
• Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum
• Advanced degree in a relevant Engineering subject or Compute Science , enterprise software pedigree