Note: The job is a remote job and is open to candidates in USA. Syntax is seeking a highly experienced and proactive Senior SAP Customer Success Manager to serve as a trusted advisor and strategic partner for enterprise SAP customers. The role focuses on executive relationship management, operational governance, escalation management, customer satisfaction, renewal support, and coordination with delivery and technical teams.
Responsibilities
- Build and maintain strong executive-level customer relationships across strategic SAP accounts
- Act as the primary customer advocate and escalation point for operational and service-related matters
- Drive customer satisfaction, retention, and long-term partnership growth
- Proactively manage customer escalations, operational risks, and service delivery concerns
- Coordinate with delivery, support, and technical teams to ensure timely resolution and follow-through
- Maintain governance cadence through operational reviews, EBRs/QBRs, and customer reporting
- Lead Executive Business Reviews and operational governance discussions with customer leadership teams
- Present operational performance, strategic initiatives, risks, opportunities, and continuous improvement recommendations
- Support alignment between customer business objectives and Syntax service capabilities
- Maintain understanding of customer contracts, SLAs, scope, and renewal timelines
- Support renewal discussions and identify opportunities for service expansion and strategic growth
- Coordinate with Sales and Account teams regarding customer priorities and renewal activities
- Demonstrate strong understanding of SAP landscapes, managed services operations, and enterprise customer environments
- Partner with technical delivery teams to support service improvement initiatives and customer operational alignment
- Help identify operational gaps, process improvements, and customer optimization opportunities
Skills
- Minimum 5 years of experience in Customer Success Management, SAP Account Management, or similar customer-facing leadership roles
- Strong experience managing enterprise SAP customers and executive stakeholder relationships
- Proven experience handling customer escalations, governance processes, and operational service management
- Experience leading Executive Business Reviews and presenting to leadership audiences
- Strong understanding of SAP environments, managed services, cloud technologies, and enterprise operations
- Excellent communication, organizational, and cross-functional coordination skills
- Bachelor's degree in Business Administration, Information Technology, or equivalent experience
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