Syndigo

Customer Support

• Be responsible for the customer journey from contract signing onward
• Work with customers to anticipate needs, identify challenges and opportunities, and build long-term relationships
• Train customers on how to use the tools through online training sessions
• Handle internal and external customer requests via email, phone, video call, and messaging apps
• Be responsible for customer support, engagement, usability, and satisfaction

Customer Experience Analyst

Customer Success Manager

• Own and drive GRR and NRR across the Brands customer base.
• Establish clear renewal readiness and risk management frameworks.
• Proactively identify churn and downsell risks and lead mitigation plans.
• Partner with Account Executives to drive and support renewals and expansion using customer health, adoption, and outcome insights.
• Build and scale the customer advocacy programme, including references, case studies, executive sponsorship, and event participation.
• Develop and maintain senior-level relationships with key customer stakeholders.
• Act as an executive sponsor for strategic accounts where appropriate.
• Ensure strong post-go-live adoption, engagement, and value realisation across accounts.
• Lead, coach, and develop Customer Success Managers.
• Define clear goals, responsibilities, and KPIs aligned to retention, growth, and advocacy.

Senior Director, Customer Success

Revenue Operations

• Deliver training to sellers, onboard new sellers, and conduct ongoing enablement. This will also include an ongoing review and improvement of training programs
• Leverage MEDDPICC to coach sales team members 1:1 on how they can develop, grow, and improve skills critical to their success
• Develop sales curriculum roadmaps based on role, territory, and responsibility
• Create certification programs for new products and solutions as they launch
• Align with product marketing and sales leadership to create an enablement strategy and deliverables
• Maximize training effectiveness by contributing to content, assessments, and evaluations, employing innovative blended learning delivery methodologies
• Create sales enablement tools to reinforce concepts, including internal reference sheets, call scripts, videos, and quick reference guides
• Track and report on enablement effectiveness using KPIs such as ramp time, certification completion, content usage, and pipeline health
• Influence go-to-market readiness for launches, pricing changes, packaging updates, and competitive shifts
• Use insights from the pipeline and forecasting to recommend and develop sales training

Customer Experience Analyst

Senior Director, Customer Success

Revenue Enablement Manager