SuccessFactors AMS Lead

About the job
Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure and resilient private, public or hybrid cloud. With strong technical and functional consulting services, and world-class monitoring and automation, Syntax serves some of North America’s largest corporations across a diverse range of industries. Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.

We currently have a vacancy for a SuccessFactors AMS Lead:

In this client-facing role, the Support Lead will be responsible for ensuring customer success by delivering ongoing guidance and support for one or more of our clients, post-go-live. The Support Lead is responsible for coordinating the resolution of all client support requests, monitoring the service levels for resolution of each and proactively drive engagement and adoption of the SuccessFactors suite of products. In conjunction with the Optimization Service Manager, you will also participate in periodic client calls to provide each client with a summary of services provided and any insights that we identify from the type of support calls that we are receiving. You will be responsible for preparing content for Quarterly Business Reviews, including Release highlights, ticket trends, and areas for improvement. Ultimately, you will be responsible for helping ensure the highest possible customer satisfaction for our support services delivered to our customers.

Job Functions:

First line of support to manage customer incidents into the help desk. Client incidents can be received through our ticketing system, via phone or through email throughout general business hours.Triage incoming tickets to ensure an appropriate consultant is assigned to each incoming ticket.Coordination of tickets with consultants to ensure that tickets are managed effectively and efficiently to meet customer requirements and timelines. Ensure that tickets are managed to meet Syntax service level objectives.Take ownership and accountability to bring support tickets to closure. Take the lead role in coordination of efforts to support client needs. Take initiative as needed to support positive client outcomes.Provide product and functional expertise per customers’ needs.Assist customers with change management, focusing on product updates.

You are highly customer focused; a proactive learner and you enjoy customer success.Excellent time management and multi-tasking abilities; a high volume of tickets and emails is the norm – you should be able to oversee 80-100 ongoing active tickets.High level of detail required with all activities and tasks.Strong knowledge of HR business processes and SuccessFactors required.Excellent executive-level communication, presentation and interpersonal skills.Excellent English language skills, written and verbal. Additional languages are an advantage.Some flexibility with hours may be required to support clients.Manage emergency client scenarios (critical incident response).Foresight to recognize problem areas and escalate them prior to them becoming a larger problem

Work Environment

This job operates in a professional office environment whether working from home or in the office. This role routinely uses standard office equipment such as computers, phones, photocopiers, and other general office equipment. Employees can be on client sites on occasion.

Scheduling

Available during core business hours to support activities;Available to support after hours and weekends as needed (infrequent)

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is largely a sedentary role. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.

Travel

This position may require infrequent travel. Travel may be outside the local area and overnight. International travel may be required.

Required Education and Experience

5+ year customer service experience preferably in a high demand role, with supervisory experience.Strong knowledge of HR business processes and SuccessFactors required.

Preferred Education and Experience

University degree in business management or related field, an asset.SuccessFactors certification in one or more modules strongly preferred (SFX Certification or SF Certified Associate)

Work Authorization/Security Clearance

Must be legally able to work in either Canada or the US. No sponsorship provided.

Why Syntax?

Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world’s most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution – for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.

Competitive, above-average compensationGlobal tourist: With us, you can also work from abroad from time to timeFlexible working time models, home officeAttractive benefits, e.g. company pension scheme or various health offersA modern environment in which the “you” is part of itOpen feedback culture, flat hierarchies and a motivated teamIndividual career planning with continuous training and coaching on the job

You see a personal challenge in this responsible task? Apply now – and become part of the SYNTAX team!

Syntax is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.