Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure, resilient, private, public or hybrid cloud. With strong technical and functional consulting services, and World Class Monitoring & Automation, they serve some of North America’s largest corporations across a diverse range of industries. Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.
Position Summary
Client Success is at the center of the account manager role, you will be the Single Point of Contact and Relationship Manager ensuring the client investment and IT Cloud strategy are realized. You will be responsible for managing contractual service delivery commitments and service improvements while maintaining cost control. Solid understanding of ITIL is required.
• *Responsibilities**:
Participate in the planning, implementation, control and review of services ensuring it meets business requirements and satisfies client commitments
Serve as an end-to-end trusted advisor, providing exceptional service and adapting strategy to meet client needs
Skilled at establishing and managing strong manager-level client relationships
Ensure steady state framework and best practice are in place and adhered to
Exceptional problem solving, issue resolution and client service skills
Coordinate and were needed take ownership to ensure timely response and resolution to all service activity, conduct problem management and drive actions to closure with respect to client service issues, process and/or service delivery gaps
Work with technical delivery teams to identify common issues and help develop cross functional continuous improvement plans
Responsible for creating client metrics, analyzing trends and making recommendations to proactively manage the client environment
Responsible for Client Success, Client Satisfaction and Client Experience.
Lead regular service delivery review meetings with key business stakeholders and take ownership of actions and deliverables identified in these meetings
Take ownership of service issues and manage them through to successful conclusion; putting service improvement plans in place where required; monitor and report progress against these plans regularly
Monitor overall performance of services against KPIs and provide regular reports on performance to the business
Add-on sales as required by the client
Comfortable working in a highly matrixed environment
Qualifications And Experience
Graduate in any discipline
10 years experience in ERP systems and cloud delivery on Public and Private Cloud
Overall 5 years years of experience and minimum 5 years years of experience in handling process improvements, transformations, change management and managing day to day delivery
Demonstrated prior transition and steady state Account Management Experience.
knowledge of Cloud Infrastructure and Migrations is required, as well as, practical or contextual understanding of cloud architecture, IaaS, PaaS and AMS operation models
Excellent at preparation and presentations of service and operational reviews to Senior Leadership teams
Experience in collaborating with teams across geographies and functions
English (Verbal and Written)
Personal Characteristics
Excellent People management skills
Excellent Interpersonal skills
Excellent time management and organizational skills
Excellent verbal and written communication skills
Excellent eye for detail
Adaptable
Maintain confidentiality
