Synchronoss Technologies

Snapshot

Synchronoss Technologies (Nasdaq: SNCR), a global leader in personal Cloud solutions, empowers service providers to establish secure and meaningful connections with their subscribers. Our SaaS Cloud platform simplifies onboarding processes and fosters subscriber engagement, resulting in enhanced revenue streams, reduced expenses, and faster time-to-market. Millions of subscribers trust Synchronoss to safeguard their most cherished memories and important digital content. Explore how our Cloud-focused solutions redefine the way you connect with your digital world at www.synchronoss.com.

Synchronoss is seeking a highly motivated individual and experienced Service Manager to shape and grow our Cloud customers based in Japan. The Senior Service Manager is a vital member of our Customer Success team who is accountable for the ongoing management of live Services for one or more of Synchronoss’ customers. The Senior Service Manager utilizes technical knowledge, personal relationship building, and ITIL processes to drive high quality services and deliver a high degree of customer satisfaction

How you will help:

• Leverage customer relationships, key data insights, and broad knowledge of our products and processes to increase subscriber satisfaction, adoption, and retention.
• Work as part of cross-function Customer Success team with Account Management, Sales, Customer Support, Product, Professional Services, and Solution Design to delight subscribers and drive a successful customer relationship.
• Use data analytics, subscriber sentiments, and customer feedback to inform Product on opportunities for improvement, prioritize customer issues, drive for continuous improvements.
• Collaborate with Account Directors to provide Executive Business Reviews and ensure strategic alignment with the customer’s goals and subscriber experience.
• Partner closely with Implementation Managers during project phase to ensure a smooth post-go live transition.
• Serve as the central point of communication for support ticket escalations, driving a sense of urgency and owning external messaging for escalations, while partnering with the Customer Support internal liaison to resolve underlying issues.
• Drive service stability through proactive engagement with strong focus on the customer and business success.
• Maintain focus on the Customer and constantly drive to maintain the highest quality experiences for subscribers and our customers.
• Lead and analyze regular Service Operational Reviews and performance reporting with focus on meeting or exceeding service and support KPIs and service SLA.
• Management of all major incidents and issues, driving problem management to identify & remove root cause to prevent reoccurrence & future issues.
• Report, communicate and update relevant stakeholders on the on-going operation of services, incidents, improvement programs with an eye on transparency, visibility, timeliness, and expectation management.
• Manage Change Process in adherence with Synchronoss and customer policy.
• Serve as part of major incident on-call team and provide support and leadership outside of core business hours for major incidents / high impacting issues.
• Facilitate team growth through skills mentorship and thought leadership.
• Occasional travel may be required.

Who we have in mind:

• Candidates should have 8+ years strong IT background with experience in Customer Success, Service Management, or related positions.
• Candidates must be fluent in Japanese and English.
• Experience in managing customer expectations and driving customer success.
• Experience with Cloud technologies including Amazon Web Services.
• Strong working knowledge of the Google and Apple app ecosystem.
• BS in Computer Science, Information Technology, or related field.
• ITIL qualified / experienced ITIL background.
• Driven to constantly learn, grow, and improve.
• Must have strong written and verbal communications skills (across Japanese and English).
• Experience in working within geographically dispersed teams and outsourced partners.
• Demonstrated strong people leadership skills with ability to engage, collaborate with and motivate people at all levels of the organization.

It would be great if you had:

• App submission process to Google Playstore/Apple Store
• Productized multi-tenant Managed Service business solutions
• Experience with top tier carriers is preferred.
• Working knowledge of CI/CD concepts and tools such as Terraform, Spinnaker, and build pipelines.
• Familiarity with some of the following technical concepts is a plus: 
• containers 
• Large highly available clustured solutions
• Maria DB
• Cassandra ( Data stax distribution)
• Swift MQ
• VPNs
• DNS

What we offer:

Synchronoss is proud to be an Equal Opportunity Employer. As a global company, we value and celebrate diversity and are committed to a workplace free from discrimination and harassment. We take pride in fostering an inclusive environment based on mutual respect and merit. We are at our best when our workforce is dynamic in thought, experience, skill set, race, age, gender, sexual orientation, sexual expression, national origin and beyond.