Technical Customer Success Manager

EazyStock

EazyStock’s parent company, Syncron, has been specializing in Inventory and Price solutions for enterprise customers for 30years. With customers such as JCB, Mazda and Manitowoc, Syncron is a market leader in their field.

EazyStock was set up as a cloud-based forecasting, purchasing and inventory optimization tool, with the goals of helping customers reduce stock, increase service level, provide dynamic categorization, and give easily accessible KPI information.

We are an entrepreneurial and international team, operating across Europe, Asia, and the USA, developing and selling the best cloud-based inventory optimization solution on the market.

The software is best in class, but it is our people that make us special. We hire great people, give them the tools, and then help them to flourish. We are a customer first business who achieve our goals together.

We are looking for someone who has a growth mindset, can bring experience and knowledge, and who has a genuinely customer centric outlook.

About the role

A Technical Customer Success Manager (T-CSM) plays a crucial role in a SaaS organization by bridging the gap between technical teams and non-technical CSMs. They ensure the best customer experience during onboarding and post go-live phases. This exciting and broad role involves working directly with customers on implementation, as well as handling technical setup and modifications to help customers achieve their goals.

A T-CSM takes responsibility for their assigned customers, becoming an integral part of their business and serving as a valuable, tech-savvy advisor. Understanding what customers do, how they do it, and how EazyStock can add long-term value is essential.

All types of CSMs are the voice of the customer within the business. Whether this be product development, process improvements or support requirements, you will work cross functionally to ensure needs are met and you will play a major role in how the region evolves to further support their customers.

The T-CSM role is wide ranging and has plenty of scope for you to personalize your approach and develop your skills. Reporting to the Head of Customer Success, you will work with a portfolio of customers and all the support required to thrive in your role.

A Career Progression Model is in place and can be discussed at interview.

What would you do?

EazyStock Implementation

As a T-CSM you will help our customers get started with EazyStock efficiently & effectively.

You will:

• Attend, contribute to, and potentially lead Discovery Workshops with customers.
• Map customer requirements to EazyStock capabilities.
• Help customers to map their data to the EazyStock interface file specifications.
• Work with our implementation team to configure the EazyStock solution.
• Test inbound customer data and EazyStock results.
• Support user training.
• Fine tune parameters to ensure best results for the customer.
• Understand and help design integration connectors
• Potentially create SQL reports to support specific use cases.
• Maintain and edit data transformation files (XSL)

Managing / supporting existing Customers

Once the customer is live you will:

• Monitor customer usage and analyse results and KPIs.
• Provide ongoing training on advanced functionality and new releases.
• Support value reviews with all of your customers to ensure they are meeting their goals, understand if their needs are changing and set value targets for upcoming periods.
• Be a point of contact for your customers, providing expert advice and timely solutions. Liaising with XS team if required.
• Encourage customer advocacy via reviews, whitepapers, and video case studies.
• Look for upsell opportunities.
• Identify functionality gaps, scope solutions, and liaise with Products Team to ensure appropriate development for your customers.

The role might also include onboarding new partners, attending and speaking at appropriate business events, shooting EazyStock related video content, an educational approach to social media posting, demoing and providing sales support, internal project involvement/leading and any other reasonably related tasks.

Who you are? / What we expect:

An individual who is passionate about growing the EazyStock business within the North America region. Laser focused on delivering customer satisfaction, this will also be someone who has incredible communication skills and must be able to build meaningful relationships at all levels of business.

The individual will be very organized and p