Enterprise Customer Success Manager (Windows, Doors & Glass)

Job Title: Enterprise Customer Success Manager (Windows, Doors & Glass)

Location: Remote within the US or Canada (EST or CST preferred)

Contract: Permanent / Full-Time

About Us:

Cyncly is a global technology powerhouse with 2,300+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly and its associated brands have 30+ years of collective industry experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialized in technology.

About the Role:

The Enterprise CSM is responsible for managing and maintaining long-term key customers in one of our markets. They will be in charge of driving retention and growth amongst our most valuable customers by understanding their business needs and helping them succeed, focusing on relationship building.

The Enterprise CSM performs a variety of duties such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, minimizing churn, analyzing complaints, developing new procedures and implementing customer retention campaigns.

The Enterprise CSM should engage with customers, maximize value, and create strategies to grow our customer base. The Enterprise CSM must be personable, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The job requires a complex skillset, which includes leadership, communication abilities, analytical thinking, creativity and IT skills.

Main Responsibilities:

• Develop strong relationships with a portfolio of key accounts to ensure they remain happy and loyal customers.
• Acquire a thorough understanding of key customer needs and requirements.
• Support customers to achieve their objectives by using our solution.
• Help customers to understand the value of our solution.
• Create additional value in the customer relationship such as through activities beyond the solution.
• Be the voice of the customer at Cyncly.
• Onboard customers in the best way and ensure high user adoption.
• Assist customers as needed with setting up.
• Help Cyncly to retain the customer for longer to increase profitability.
• Reduce churn by increasing customer satisfaction.
• Improve the communication with customers.
• Prompt upsell and cross-sell of services and products to the customers.
• Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities.
• Analyse customer data to improve customer experience.
• Proactively engage customers at risk, including handling and resolving customer requests and complaints.
• Share customers’ feedback to the product management team to improve the software.
• Monitor and report back to the team leads and managers.
• Develop customer focused processes for ensuring customer success.
• Assist in creating training courses and educational materials for other members of the department.
• Get involved in presales activities.

Required Experience and Qualifications:

• Must have recent experience in the software industry (Windows, Doors & Glass experience would be a plus).
• 5+ years experience in customer success position.
• Experience in driving adoption of technology across Strategic accounts.
• Experience in understanding customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
• Experience in managing a diverse portfolio and adapting approach for each client.
• Experience in analyzing and optimizing the existing processes in the Customer Success department.
• Project management experience desirable or at least experience in establishing milestones and managing all team members on tasks.
• Passion for technology and for being a part of a fast-growing SaaS company.
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services).
• Proven understanding of value drivers in recurring revenue business models
• Able to understand and speak English and Swedish (CEFR Level B2).

Required Skills and Competencies:

• Excellent relationship building skills.
• Excellent communication and listening skills.
• Analytical and process-oriented mindset.
• Good problem-solving and negotiation skills.
• Driven and self-motivated.
• Pragmatic, can-do attitude.
• Proactive and able to use initiative.
• Strong planning and prioritizing skills.
• Highly organized and able to multi-task.
• Solid decision-making skills.
• Strong empathy for customers.
• Flexible approach, able to operate effectively with uncertainty and change.
• Demonstrated desire for continuous learning and improvement.

Working For Us:

We are a dynamic and innovative company that still holds onto our founding ethos of collaboration, openness and commitment to excellence. We have big ambitions and are moving fast to reach them through our biggest asset – our people.

You can expect to work in a supportive and nurturing environment, with experts in their fields who strive for quality and excellence without compromising others. We also believe in a flexible and autonomous working environment, focused on the continual growth of our employees.

Our teams recognize that all people come with a wealth of experience and talent beyond just the technical requirements of the position. Diversity of experience and skills combined with passion is a key to innovation and brilliance, so we encourage candidates from all backgrounds to apply to our roles.

Come and join an international and motivated team in a growing technology company.