Job Title

Role OverviewWe are seeking an experienced Senior Customer Success Manager (CSM) to support our Oracle customer portfolio across North America. This role is responsible for building strong executive relationships, ensuring customer satisfaction, and driving the overall success of our managed services engagements.The Senior CSM will act as the primary customer advocate and strategic advisor, ensuring alignment between customer business objectives and the services delivered by Syntax. This role requires extensive experience managing enterprise customers, strong communication skills, and a solid understanding of ERP ecosystems and cloud managed services.Key ResponsibilitiesServe as the primary point of contact and trusted advisor for assigned Oracle customers.Build and maintain strong relationships with customer stakeholders, including executive leadership.Lead service review meetings, operational calls, and executive business reviews.Coordinate with internal delivery, infrastructure, and support teams to ensure consistent service delivery and issue resolution.Monitor service performance, SLAs, and customer health indicators, proactively identifying risks and improvement opportunities.Drive customer success planning and ensure services align with customer business objectives.Support contract governance, escalations, and service improvement initiatives.Partner with internal teams to ensure effective communication, transparency, and operational alignment.Collaborate with sales and leadership teams on account strategy, renewals, and growth opportunities.Act as a senior escalation point for complex customer issues when necessary.Required Qualifications10+ years of experience in Customer Success, Technical Account Management, Service Delivery Management, or similar roles.Experience managing enterpriselevel customers and complex IT environments.Strong knowledge of ERP platforms (Oracle, SAP, JDE, or similar).Solid understanding of cloud infrastructure and managed services.Excellent communication, presentation, and stakeholder management skills.Ability to engage effectively with technical teams and executive leadership.Strong organizational, analytical, and problemsolving skills.Professional proficiency in English (written and verbal).Preferred QualificationsExperience supporting Oracle environments or Oracle Cloud Infrastructure (OCI).Background in managed services providers (MSP) or enterprise IT services organizations.Experience working in large, multistakeholder customer environments.Key CompetenciesExecutive communication and relationship managementStrategic customer engagementService governance and operational oversightEscalation management and problem resolutionCrossfunctional collaborationPrsentation du posteNous recherchons un(e) Senior Customer Success Manager (CSM) expriment(e) pour accompagner notre portefeuille de clients Oracle en Amrique du Nord. Ce rle est responsable de la cration de relations solides avec les dirigeants, de la satisfaction client et du succs global de nos services manags.Le/La Senior CSM agira en tant que principal(e) dfenseur(e) des clients et conseiller(re) stratgique, en veillant lalignement entre les objectifs mtier des clients et les services fournis par Syntax. Ce poste requiert une solide exprience dans la gestion de clients grands comptes, dexcellentes comptences en communication et une bonne comprhension des cosystmes ERP et des services cloud manags.Responsabilits principalesServir de point de contact principal et de conseiller de confiance pour les clients Oracle assigns.tablir et maintenir des relations solides avec les parties prenantes, y compris la direction excutive.Animer les runions de revue de service, les appels oprationnels et les comits de pilotage (Executive Business Reviews).Coordonner avec les quipes internes (delivery, infrastructure, support) afin dassurer une prestation de service cohrente et la rsolution des incidents.Suivre les performances des services, les SLA et les indicateurs de satisfaction client, en identifiant de manire proactive les risques et opportunits damlioration.Piloter la planification du succs client et garantir lalignement des services avec les objectifs mtier des clients.Soutenir la gouvernance contractuelle, la gestion des escalades et les initiatives damlioration des services.Collaborer avec les quipes internes pour assurer une communication efficace, la transparence et lalignement oprationnel.Travailler avec les quipes commerciales et de direction sur la stratgie des comptes, les renouvellements et les opportunits de croissance.Agir en tant que point descalade senior pour les problmatiques clients complexes, si ncessaire.Qualifications requisesPlus de 10 ans dexprience en Customer Success, gestion de comptes techniques, gestion de la prestation de services ou fonctions similaires.Exprience dans la gestion de clients grands comptes et denvironnements IT complexes.Bonne connaissance des plateformes ERP (Oracle, SAP, JDE ou quivalent).Solide comprhension des infrastructures cloud et des services manags.Excellentes comptences en communication, prsentation et gestion des parties prenantes.Capacit interagir efficacement avec des quipes techniques et des dirigeants.Fortes comptences organisationnelles, analytiques et en rsolution de problmes.Matrise professionnelle de langlais (crit et oral).Qualifications souhaitesExprience dans des environnements Oracle ou Oracle Cloud Infrastructure (OCI).Exprience au sein dun fournisseur de services manags (MSP) ou dune organisation de services IT.Exprience dans des environnements clients complexes avec de multiples parties prenantes.Comptences clsCommunication excutive et gestion des relationsEngagement stratgique des clientsGouvernance des services et supervision oprationnelleGestion des escalades et rsolution de problmesCollaboration interfonctionnelle