Manager, Customer Success

SyncHR

Denver, CO, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/28/2021
  • Website: synchr.com
  • Company Address: 1601 Wewatta Street Suite 750, Denver, CO, 80202

About SyncHR

Founded in 2010 and headquartered in Denver, Colorado, SyncHR is the Human Capital Management (HCM) technology leader streamlining HR, benefits, and payroll management with a cloud-based solution. The firm’s HCM platform saves time and reduces expenses by making centralized, interrelated data easy to access, correct, and analyze through one intuitive platform. Dedicated to making premium functionality affordable, SyncHR is the only HCM technology provider offering a cost-effective, modern, enterprise-worthy HCM platform for mid-sized businesses.

Job Description

Have you ever thought to yourself, “There’s got to be a better, smarter way to do this?”

Well, we did too. That’s why we created SyncHR – a modern people platform designed to help enterprises transform and modernize their HR functions, including everything from recruiting, time and attendance and performance management to back-office HR, payroll and benefits management.  Many exciting things are happening at SyncHR, and we’re hiring!

Manager of Customer Success

Like our solution, we are seeking Manager of Customer Success who doesn’t want to do things the same old way; they want to do them better. If you have a passion for working directly with customers, love cutting-edge technology, and want to make a big impact at a fast-growing company, then there’s no better place on the planet than SyncHR.

About the Role

SyncHR is seeking to hire a Manager of Customer Success. This position will work with both newly signed and existing customers. Successful candidate will be responsible for assisting with inbound customer tickets, Support escalation management, Support ticket metrics, and training/management of Support staff and relationship managers.

Key responsibilities include:

  • Lead a team of US and European-based Customer Support Specialists (CSS) and Customer Success Managers (CSM), providing world-class customer support to end users of SyncHR’s SaaS platform.
  • Handle all aspects of staff management: scheduling, discipline, performance reviews, and planning while defining clear expectations and driving accountability.
  • Provide mentoring and coaching via regular one-on-one meetings to ensure team members thrive and are highly engaged.
  • Admin of Freshdesk ticketing system and provide weekly, quarterly and YTD metrics.
  • Identify and facilitate Professional Services projects by coordinating project scoping as needed.
  • Ensure strategic objectives are translated into effective and efficient tactical operations.
  • Collaborate with Implementation and Professional Services departments to drive and implement positive changes in support of broader company initiatives
  • Recommend changes to improve efficiency and effectiveness, report team accomplishments, achievements and productivity to functional management
  • Re-prioritize and allocate resource across various team projects
  • Communicate department and company initiatives, goals and results to team members 
  • On-time delivery of assigned tasks, both ongoing and ad-hoc

Minimum Qualifications:

  • Excellent leadership, team building and coaching skills
  • Strong verbal & written communication skills
  • Strong computer skills
  • Strong analytical skills
  • Ability to work in a fast-paced environment and re-prioritize to meet changing business needs
  • 2 years prior management and leadership experience
  • Demonstrated prior experience in Customer Support, Customer Success or related customer-facing roles
  • BS or BA in Business Administration, Public Relations, Psychology, Information Technology or related field

This position may involve the handling or processing of sensitive client or company information and requires adherence to all SyncHR security and privacy policies.

The Ideal Candidate

  • 5+ years of experience in the Customer Support, Customer Success or Account Management
  • 3+ years of experience managing exempt employees
  • Thrives in a high-growth, technology environment
  • Has experience with HCM platforms
  • Can effectively de-escalate customer issues
  • Strong customer relationship building skills
  • Has strong written and verbal communication skills across all levels-both internally and externally

In addition, we are looking for people who love what they do, have strong communication skills, attention to detail and can juggle multiple, often competing priorities without losing their minds. Prior knowledge about HR, payroll or benefits is preferred, but not required.

What’s In It For You?

If you’re the type of person we described above, then you could easily get a job anywhere. So why SyncHR? It’s a good question. Here are the best three reasons we can think of:

  • Ground Floor: SyncHR is a technically strong and fast-growing company. This is your chance to get in on the ground floor to build something great. Ten, twenty or thirty years from now, you can look back and say, “I helped build that.” 
  • Make a Difference: This is a high-profile and strategically important role. This is your chance to make a real difference and help shape the future of a fast-growth company. 
  • Broaden Your Skill set: At big companies, employees often get pigeon-holed into individual departments. At SyncHR, you’ll get exposure to everything from sales and marketing to product development and engineering, giving you a broader and more valuable perspective and skillset.

Of course, we also offer competitive salaries, a 401(k) plan, a generous benefit package and a whole lot more!

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.