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Syncron accelerates leading manufacturers and distributors to capitalize on the world's new service economy. We improve aftermarket business profitability, optimize working capital, increase customer loyalty, and enable our customer’s ability to transition successfully to future service-driven business models. Our industry -leading investments, Syncron offers the first, innovative, customer-endorsed, and complete end -to -end intelligent Service Lifecycle Management solution portfolio. Syncron’s offer encompasses leadership solutions such as: service parts inventory, price, equipment uptime, warranty, service contract, and field service management. Delivered on Syncron’s Connected Service Experience (CSX) platform, our solutions offer our customers competitive differentiation through exceptional aftermarket service experiences, while simultaneously driving significant revenue and profit improvements into a manufacture or distributer’s business. It is no secret that world's top brands trust Syncron, making it the largest privately-owned global leader in intelligent SLM SaaS solutions. For more information, visit syncron.com.
About the position
Syncron is currently looking for an ambitious Program Manager to join our fast-growing Customer Success team. As a Program Manager your main job will be to handle the Upgrade "Release cycle" of product. Our Connected Service Experience (CSX) platform offers domain-fit solutions for
- Supply Chain optimization
- Pricing strategy
- Service Lifecycle Management (e.g., warranty management, field service management, service parts (master data/order/RMA/catalogue) management, knowledge management).
Syncron offers you an exciting and challenging position as Program Manager, working with large multinational companies choosing Syncron’s products to optimize and deliver value in the aftermarket business. During the ramp up period you will get familiar with Syncron’s products and processes by utilizing our eLearning platform and participating in actual customer projects. Your personal mentor and the members of your international project team will support you to quickly learn what you need. As you grow you will be given more senior responsibilities. Our career framework offers guidance, whereas you have strong impact on proactively designing your personal development.
Your responsibilities will include
- Develop and maintain release plans, schedules, and timelines for our products.
- Customer communications and coordination for release and upgrade activities.
- Customer escalation management after release cycle and during "hyper-care" phase
- Understand customers specific version, gather customer test case requirements & update upgrade team accordingly
- Collaborate with cross-functional teams, including Engineering, Product Management, QA, and Operations, to ensure seamless release process of each customer.
- Identify and manage release dependencies, risks, and issues throughout the release cycle.
- Conduct release readiness reviews, ensuring that all necessary criteria and approvals are met before deployment.
- Coordinate and communicate release activities with stakeholders (Upgrade, Support, CSM & SM team), including release notes, status updates, and post-release reviews.
- Continuously improve release processes and tools to enhance efficiency and effectiveness.
- Create and maintain KPI's on key release metrics, such as release performance, defects, and customer feedback.
- Foster a culture of collaboration, innovation, and continuous improvement within the release management team.
Review, monitor, and maintain release notes quality - Accountability of solution documentation quality
- Accountability of custom development documentation and feature tracking
- Develop/Maintain & supervise Internal/External Communication
- Accountability of custom development documentation and feature tracking
What we expect
You can develop and maintain strong relationships with international project teams and senior executives.
- Have completed university with a qualified degree, for example in MBA/MCA.
- Worked a minimum of 5-8 years implementing standard software, of which no less than 5 years you managed projects of a similar size.
- ITIL/PMP Certification
- Have a structured work approach and drive project progress through your project plan.
- Always see the possibilities and accept challenges to grow your project team’s horizon.
- Embrace the challenge to form a team from different cultures and across time zones.
- Enjoy communicating in a group and lead through meetings to achieve set objectives.
- Fluently communicate in business English orally and in writing.
- Are happy to travel the world occasionally to spend time directly with your clients.
The icing on the cake!
You can bring your application to the top of our list, by having
- Experience in Release Management process
- Experience in implementing SaaS solutions
- Strong experience in after-sales domain
We offer
- Remote recruitment, hiring and onboarding process.
- Flexible working model: fully remote/hybrid/ work from Warsaw office that is centrally located (Plac Grzybowski) - depending on your plans.
- Environment facilitating professional growth.
- Respectful and friendly work environment.
- Scandinavian style and company culture with work-life balance and true care for your wellbeing.
- Free English & Swedish classes.
- Fringe benefits (private medical care, multisport card, life insurance).
- Employee referral program - a bonus of 1500 EUR if the referral gets hired.
- We do respect one another, and we do enjoy working together – we play pool and board games (mostly online these days), organize charity activities - to name just a few
#LI-SYNCRON
#LI-Remote
#Full-Time
#Mid-Snr
