Customer Success Manager

• Provide analysis and insight to operational and business development teams necessary to support the use of Syneos technology solutions to drive value and success across multiple business units (clinical, commercial, etc.).
• Identify and share emerging customer (internal and external) needs to ensure alignment of current solutions to those needs.
• Support the implementation of technology-product driven strategies to drive business growth and operational excellence across Syneos Health businesses.
• Build and maintain relationships with internal technology product users and external customers, where appropriate, to facilitate product-driven value.
• Analyze market trends and customer feedback to inform strategic decision-making.
• In collaboration with product teams, support training and onboarding of product users to streamline pathways to success and continually refine engagement approaches.
• Drive communication with internal and external product users, ensuring a communication pathway to product teams and streamlining the addressing of issues and needs through feedback focused on improvement of products and solutions.
• Review customer feedback, information, and requirements in regard to their strategic and tactical needs, providing feedback to product teams to ensure products and services meet customer long and short-term needs.
• Track and report on customer success, ROI, and KPI tracking initiatives related to products for both internal and external usage.
• Work collaboratively with other teams to onboard new products and services that will benefit business growth.
• May mentor and coach junior level team members. Participate in day-to-day business discussions with key stakeholders and customers (external and internal) regarding declared and undeclared needs. Capture and document business requirements and translate them into user stories and functional specifications for development.
• Collaborate with internal development teams on new business initiatives, gather and translate requirements, and actively participate in the Software Development Life Cycle (SDLC). Support technical development of reporting, data, and integration requirements.
• Provide support to application build teams, including troubleshooting and debugging.
• Partner with customers and stakeholders on clear expectations for project delivery, including defined requirements, scope alignment, and ongoing validation of deliverables. Capture feedback and re-contract with stakeholders as required.
• Collaborate with quality engineering teams to define test scenarios and assist in testing software applications to ensure it meets specified requirements and identifying issues. Facilitate User Acceptance Testing (UAT).

Senior Tech Customer Success Analyst

• Collaborate with clients to develop CRM strategies and MarTech solutions
• Guide complex marketing technology implementations in multi-channel environments
• Lead cross-functional teams to deliver successful CRM and MarTech initiatives
• Present insights and strategies to executive stakeholders and clients
• Foster a culture of innovation and collaboration within the team

CRM Strategy, AI-MarTech Solution Leader

• Manage a dedicated book of accounts
• Provide high-leverage support to Canadian Managers’ portfolios
• Conduct live demos using Google Analytics and Amplitude
• Ensure seamless renewals and optimize processes between clients and management

Senior Client Success Consultant

Implementation Specialist

• Drive the customer’s BrowserStack technical product evaluation end to end.
• Coordinate actively with customer stakeholders like the customer's Dev, QA, Network, Security, Business teams etc., to resolve technical product queries or technical roadblocks.
• Lead Customer Engineering activities including technical discovery, RFP responses, product value proposition, architectural guidance, L3 technical support escalations and ongoing customer relationships
• Devise technical approaches/solutions to enable customers to achieve success with BrowserStack.
• Work with cross functional product & engineering teams, learn & develop on testing domain technologies among others as per the customer needs.
• Design and lead comprehensive technical sessions and workshops for customers
• Work as a bridge between Customer and Product & Engineering teams, capture technical product requirements and feedback from customers and relay it to product with relevant market insights to enhance product.

SDE - Customer Engineering, Automation Testing - Selenium, Pre-sales & Post-sales

• Design, configure, and customize Microsoft Dynamics 365 CE to align with business goals.
• Develop and maintain plugins, workflows, and custom code to extend the functionality of Microsoft Dynamics.
• Perform system integration tasks, including data migration and integration with third-party applications.
• Conduct thorough testing and debugging of Microsoft Dynamics solutions to ensure reliability and scalability.
• Keep abreast of the latest industry trends and Microsoft Dynamics updates to recommend enhancements and improvements.
• Collaborate with project managers to ensure the successful delivery of projects on time and within budget.
• Troubleshoot and resolve technical issues and provide ongoing support to end-users.

Microsoft Dynamics 365 CE, CRM

• Deliver, configure, and deploy contact centre and enterprise telephony solutions, including SIP-based voice architecture, PBX, IVR, and CCaaS platforms, across customer environments
• Design, test, and implement scalable and secure voice solutions, translating customer requirements into low-level designs and production-ready deployments
• Own implementation workstreams across multiple projects, coordinating with internal teams and customers through build, test, and user acceptance phases
• Provide advanced troubleshooting and incident support for production voice platforms, including root cause analysis and remediation of SIP and media-related issues
• Act as a subject-matter expert on SIP servers, SIP trunking, telco interconnects, and carrier connectivity within customer and internal platforms
• Configure and support integrations between contact centre platforms and enterprise systems such as CRM, identity services (SSO/AD), and related tooling, primarily at a system and configuration level
• Support and troubleshoot browser-based communication use cases, including WebRTC signalling, media flow, and real-time voice delivery
• Read, understand, and reason about scripts and automation used by engineering teams to support delivery, troubleshooting, and operational efficiency
• Work closely with other Services Engineers, platform engineers, and AI teams to enable end-to-end delivery, including routing and managing audio streams for AI-driven use cases
• Stay current with evolving voice, CCaaS, and WebRTC technologies, proactively learning and applying new approaches to improve delivery speed and quality

Voice & CCaaS Services Engineer – Delivery & Implementation

• Contribute in end-to-end Kyriba implementation projects - project scoping, planning, design, configuration, testing and go-live.
• Provide support to clients during the implementation, understanding their treasury management requirements, advising on best practices, and ensuring solutions provided align with their needs and objectives.
• Being part of cross-functional teams, including technical, functional, and clients' resources, to ensure smooth and timely execution of project deliverables.
• Updating stakeholders on project status, timelines, risks, and deliverables, ensuring transparency and proactive issue management.
• Advising clients surrounding their treasury technology solutions. This could include re-defining current technology practises, vendor selection and implementation of treasury technology solutions.
• Identifying new business/project opportunities both locally and internationally.
• Playing a part in commercial activities such as presentations, RFP’s, events and networking.
• Managing treasury advisory projects from start to finish, ensuring that deliverables are submitted to clients at a high quality, on a timely basis and in line with the agreed engagement terms.

Senior Consultant – Kyriba Implementation

• Serve as a primary contact point for Salesforce’s largest customers
• Build relationships with key customer business and IT partners
• Help customers achieve their business goals on the Salesforce platform
• Provide proactive feature guidance and technical recommendations
• Track root cause analysis efforts for infrastructure incidents
• Advocate for customers during high severity case triage and resolution

Customer Success Manager – Mulesoft Exp Mandatory

• Provide Customer Insight. Develop relationships with our customers to understand their Highspot experience and synthesize key themes from across the customer base to keep us moving toward the perfect customer experience. Coach the Customer Success team to align product features to customer business goals and objectives.
• Guide your team through complex and difficult organizational issues across all customer segments. Drive data-driven decision-making by analyzing customer health metrics and team performance metrics.
• Scale Organizations, Processes, and Operations. Work with your management team to design organizational and process changes as our company grows and evolves and be the primary execution point for making those designs a reality within Customer Success. Maintain detailed reports on customer interactions, trends, and team performance.
• Develop a High Performing, High Engagement Team and Culture. Coach and develop your direct reports. Demonstrate very high emotional intelligence. Set and uphold the highest performance standards. Help colleagues “enjoy the ride” - one of our core guiding principles.
• Partner effectively across functions. Act as an ally and partner to colleagues in related functions - Product, Account Management, Marketing, and others - making decisions that take broader perspectives into account and providing insight into others’ decisions. Demonstrate a balanced, reasoned approach to conflict or differing priorities.
• Cultivate deep product knowledge. To date, this has been one of the hallmarks of the Customer Success team. Gain deep knowledge, understanding, and experience with the Highspot product and how it is integrated with other systems in a customer environment. Provide training/guidance/best practices to customers and team.
• Key KPIs include, but are not limited to, Customer retention rate, churn reduction, Team performance on CSAT & NPS, and Product adoption and engagement metrics.

Manager, Customer Success Management

• Manage the end-to-end deployment of the solution (across all modules, functionalities, and integration points, and people/change management topics in scope), manage the roadmap, and report into the global steering committee.
• Build trustworthy relationships to effectively communicate and work with customer/internal teams/stakeholders.
• Oversee global/regional TE policy or template development if multi-country deployment and in program scope.
• Drive the requirement gathering and documentation.
• Evaluate complex customer business requirements gathered by the Implementation Consultants following FinTrans proved and consistent methodology.
• Manage the development and review functional documentation, such as TE policies and process documentation, CDW (conceptual design), and technicalintegration design.
• Independently drive the product configuration according to customer business requirements while considering functional and technical dependencies.
• Gathering of detailed integration related requirements/inputs from the FinTrans
• team customer and translate customer requirements into application design (according to customer needs and the respective scope of implementation).
• Act hands-on in complex technical configurations of and conduct functional reviews of configurations completed by Implementation/Functional Consultants.
• Manage UAT related test result evaluation and bug-fixing.
• Manage and maintain cut-over plan (business and technical) Deliver on SLA and commitments under time and budget pressure, incl. updating project tracking systems and fulfilling administrative responsibilities.
• Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanour, early adopter.

Implementation Success Manager

• Lead requirements gathering and documentation using AIM / OUM / or other prescribed methodologies
• Implementation experience in at least 8 Oracle Fusion SCM modules, such as: Product Management Procurement Order Management Pricing Inventory Costing (Good to have) Oracle Warehouse Management Cloud, Oracle Manufacturing Cloud, Supply Chain Planning Cloud
• Conduct CRP sessions, participate in design reviews and solution discussions
• Map business requirements to Oracle Fusion SCM modules: Product Management, OM Cloud, Pricing, Manufacturing, Inventory, Costing, Planning
• Interpret functional requirements and deliver solutions independently from offshore
• Design module specific solutions in a fully integrated Oracle Fusion environment
• Handle Solution Design, Functional Fit Gap, Training, and Testing
• Assist business during CRP/SIT/UAT
• Prepare high quality deliverables, documentation, test scripts, and test cases
• Conduct trainings for users and internal teams
• Support the Project Management Office (PMO) with documentation and status reporting

Manager, Oracle Supply Chain, CRM Cloud, EBS, Inventory, Order Management, Manufacturing, Procurement, Planning, WMS

• Drive high customer retention and renewal rates by closely managing your renewal pipeline and ensuring customers see ongoing value.
• Work closely with account teams to identify upsell and cross-sell opportunities.
• Work with the Marketing team to identify effective messaging for smaller accounts in your book with an eye on growing them.
• Lead efforts in contract renewals and negotiations.
• Build and nurture strong relationships with key stakeholders, with an emphasis on deepening the overall contact list.
• Be their trusted advisor, offering strategic recommendations on how to leverage Semrush for maximum impact.
• Manage a meaningful pipeline of critical high growth potential customers to ensure optimal retention rates.
• Emphasize TCV and long-term partnership with a focus on delivering unique customer experiences and value.
• Collaborate closely with different customer stakeholders to understand and link key workflows within their marketing operations to the business value Semrush drives.
• Ensure customers understand how specific features and tools directly enhance their marketing objectives and performance.
• Act as the voice of the customer within Semrush, advocating for any improvements or enhancements based on customer needs and feedback.
• Stay informed about customer strategic objectives, relevant market conditions in the customers’ industry, and competitive intelligence to identify opportunities and threats.
• Execute consistent & efficient onboarding for new customers while simplifying the process where possible.
• Deliver unique insights at each customer touch point to advance the Semrush mission of enhancing the marketing acumen of all customers.
• Consistently evaluate your customer’s unique needs and identify opportunities for Semrush tools to meet them.
• Collaborate closely with Sales & Marketing to create expansion opportunities & product/platform upgrades.

Customer Success Manager, MidMarket APAC – Strategic Customer Success Team

Onboarding Specialist

• Collaborate with internal technical teams to configure, deploy, and validate client-specific instances of the Veremark platform.
• Ensure all client requirements, workflows, and configuration details are accurately captured and implemented.
• Work closely with IT to troubleshoot any configuration or integration issues throughout onboarding.
• Manage all onboarding activities, tasks, and documentation via Monday.com, ensuring a fully auditable onboarding record for every client.
• Develop and deliver comprehensive user-training sessions (virtual or in person) to ensure clients can independently navigate and operate the Veremark platform.
• Partner with the Customer Success function to produce and distribute digital training assets and client-facing resources.
• Coordinate with Finance to ensure clients are correctly configured in all finance systems for accurate and timely invoicing.
• Act as a cross-functional liaison between Technical, Finance, Customer Success, and Account Management teams to resolve onboarding or configuration-dependent issues.
• Own the full 90-day onboarding project plan, including milestone tracking, risk management, and stakeholder communication.

Onboarding Manager

• Manage client onboarding activities in line with SOPs, compliance rules, and internal policies
• Handle client queries professionally and in a timely manner
• Coordinate closely with onshore colleagues and internal business teams
• Support high-volume onboarding projects and oversee ongoing onboarding activities
• Facilitate communication with clients, sales teams, and internal stakeholders
• Escalate and manage complex customer communications when needed
• Contribute to process improvements and share updates with the team
• Conduct CDD/KYC reviews, risk classification, and portfolio reviews
• Track missing requirements and monitor action points to closure
• Support or assist with ad-hoc projects as required

Client Onboarding Specialist

• Lead end-to-end solution design and implementation for UKG Timekeeping (UKG Ready / UKG Pro WFM)
• Translate business requirements into scalable and compliant workforce management solutions
• Provide best-practice guidance on Timekeeping, Scheduling, Labor compliance, Attendance policies
• Lead full lifecycle implementation activities including Discovery and requirements gathering, Solution design and configuration, SIT/UAT testing, deployment and hypercare support
• Review and approve Pay rules, Work rules, Accrual configurations, Attendance policies and compliance configurations
• Conduct workshops with HR, Payroll, IT, and business stakeholders
• Act as the primary functional lead for client engagements
• Manage project timelines, risks, escalations, and stakeholder expectations
• Oversee integrations with Payroll, HRIS, and third-party systems
• Collaborate with technical teams on API integrations, Middleware solutions and SFTP/file-based integrations
• Support data migration, validation, reconciliation, and go-live readiness activities
• Ensure compliance with labor laws, organizational policies, and audit standards
• Drive issue resolution, risk mitigation, and continuous improvement initiatives
• Prepare and maintain high-quality configuration documents, design artifacts, and governance documentation
• Ensure successful go-live with minimal defects and strong stakeholder satisfaction

Staff Engineer – Timekeeping Implementation

• Lead the shift toward AI-enabled, data informed conversation quality and performance management
• Analyze sales and support conversations cycle to identify trends, behavioral patterns, quality gaps, and customer friction points
• Evaluate end-to-end conversation lifecycle effectiveness across: Discovery, Solutioning, Objection handling, Customer success
• Build dashboards and reporting frameworks that provide actionable insights to enablement, leaders and frontline teams
• Partner with Sales Coaching & Enablement to connect insights with coaching priorities and behavior change initiatives
• Identify and scale high-performing behaviors, winning talk tracks, and successful engagement patterns
• Drive process improvements, governance enhancements, and operational optimization recommendations
• Support adoption of AI-powered conversational analytics and automation tools
• Measure the effectiveness of enablement and quality improvement initiatives
• Lead a high-performing team focused on conversation analytics, insights, and continuous improvement
• Identify and mitigate risk through conversation intelligence, functioning as a steward of Adobe’s brand reputation and business integrity
• Identify compliance risks and process adherence gaps across customer and agent interactions to reduce business exposure
• Detect harmful customer or agent behaviors that pose reputational, regulatory, or operational risk
• Build monitoring frameworks and blocking issue pathways that flag non-compliant or high-risk conversational patterns at scale
• Partner with Legal, Compliance, and Risk teams to ensure insights capability supports policy adherence and brand protection objectives

Group Manager – Customer Engagement

• Looking forward to hiring Microsoft Dynamics CRM Professionals
• Empowered to create a career that will take you to where you want to go while working in an inclusive team environment
• Leverage career-oriented skilling models and optimize collective intelligence aided with technology for continuous learning, unlearning, and relearning at a rapid pace and scale

Microsoft Dynamics CRM Consultant

• Work in a 24x7x365 environment and participate in an on-call rotation, including holidays, nights, and weekends.
• Develop and maintain knowledge base articles, including triage escalation procedures.
• Initiate and manage incident response activities, including bridge calls, communications, and escalations.
• Ability to work at pace and in environments where sometimes not all the facts are known.
• Monitor and track all critical and non-critical incidents to resolution, ensuring issues are monitored, tracked, and driven to closure.
• Provide detailed, timely communication and updates about incidents to stakeholders, and being comfortable talking to a range of senior stakeholders and executives, and able to work at pace, and in an environment where not all facts are known.
• Track changes, collaborate with Problem and Change Management Teams, and communicate updates effectively.
• Facilitate information gathering from application teams, Level 2 support, engineering teams, and other stakeholders during outages and service degradations.
• Assess the impact and sensitivity of outages and respond accordingly.
• Provide real-time insights to stakeholders.
• Recommend program improvements and process adjustments to relevant product/tech teams.
• Distribute reports, participate in meetings, and share metrics results.
• Support knowledge sharing and training initiatives, including group facilitation and best practices.
• Apply understanding of IT infrastructure dependencies and enterprise incident impacts to balance priorities while driving resolutions.
• Exercise sound judgment within established practices to resolve incidents efficiently.
• Enable teams to deliver high-quality, high-velocity products while embracing change and ensuring alignment with DevOps and engineering best practices.
• Document and improve incident resolution processes, post-incident reviews, and targeted improvements for the organization.
• Help establish and follow evolving processes to meet Pearson’s and customers’ changing needs.

Advanced Specialist, Customer Success

• Monitor and resolve client and internal requests pertaining to shared portfolio of non-managed clients with BV product solutions in contract.
• Act as a program success expert to educate, guide and support clients in developing a successful foundational social user-generated content program.
• Provide best practices for clients to gain the most value from their program with Bazaarvoice.
• Step in during sticking points of a client’s lifecycle to aid and advocate for resolution from the right internal resources
• Proactive assessment of client health, in conjunction with automated initiatives, to inform outreach, renewal, and escalation strategy across self-service portfolio.
• Partake in feedback loop to internal stakeholders (Global CX, Product, Client Success, C&C) to inform business of client pain points and opportunities.
• Exemplify client centricity by serving customers above and beyond their expectations.
• Prioritize and effectively blend tech-driven, 1:many, and 1:1 client interactions across a diverse group of accounts.
• Deliver training/demo content to groups of customers.

Digital CSM

• Own a portfolio of complex, strategic customers and partner with them to achieve their business objectives, maximize the value of their investment in Simpplr, and build long-term successful partnerships.
• Develop and execute success plans aligned to customer business objectives and desired outcomes.
• Drive adoption and measurable business value by helping customers maximize their investment in Simpplr.
• Partner with customers to define success metrics, track progress, and demonstrate value realization throughout the customer lifecycle.
• Serve as a trusted advisor to executive and senior business stakeholders.
• Lead Executive Business Reviews (EBRs/QBRs) with executive stakeholders.
• Present business value, adoption insights, strategic recommendations, and success plans to customer leadership teams.
• Anticipate customer needs and proactively identify opportunities to drive additional value.
• Monitor customer health, engagement, and adoption trends to identify risks early.
• Develop and execute mitigation plans to address risks before they impact customer outcomes.
• Partner closely with Sales, Product, Support, and Leadership teams to deliver exceptional customer outcomes.

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