Account Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Purpose:

The Account Manager is responsible for ensuring outstanding client satisfaction through maintaining strong relationships that optimize value for clients.  Duties include: oversight and client relationship management, contract administration, extension and termination of services, pricing administration and budget oversight, billing accountability, issue resolution , steering committee meetings, roadmap strategy, and services conversion responsibilities. This helps to ensure Syssero’s clients are proactively managed on an ongoing basis and provides insight into Syssero’s client satisfaction. This role also ensures maco-level management of client contractual agreements and obligations to ensure maximum customer satisfaction and revenue generation.

Outside of regular department activities, you may be pulled into mini-projects related to various Syssero Inc business needs in alignment with your passions, strengths, growth opportunities, and overall needs of the company. The employee will demonstrate a daily commitment to the core values defined below. The Account Manager will connect with their management team to develop Quarterly goals that will help develop their professional skills and further their career.

Essential Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Key Result Area

Accountability

(Essential Functions)

Effectiveness Assessment (output)

Account Manager

Client Relationship Leader

• Build trust with executive sponsors, business leaders, IT leadership, and operational stakeholders.
• Understand client business objectives, risks, and transformation priorities.
• Serve as escalation point for strategic issues.
• Ensure over 95% customer satisfaction across portfolio.
• Measure client sentiment continuously.

Revenue Retention and Renewal Leader

• Manager renewals proactively.
• Monitor contract health and renewal risk indicators
• Protect gross margins while maintaining customer satisfaction.
• Negotiate package adjustments, amendments, and change orders.
• Reduce churn through strategic engagement.
• Ensure 90% retention rate.

Strategic Growth Leader

• Identify opportunities for phase x work, rolling adoption, optimization projects, automation, reporting and analytics, advisory services, integrations, and staff augmentation.
• Align roadmap discussions to client business objectives.
• Partner with Sales and Delivery on expansion strategies.
• Driving the shift from tactical to strategic partnerships.
• Governance Leader
  • Monitor ticket trends, SLAs, backlog, escalations, and resource performance.
  • Coordinate with delivery leadership on staffing and quality concerns
  • Ensure governance processes are functioning effectively

Drive accountability across internal teams.

• CSAT Metrics
• KPI’s
• Quarterly Goals
• Employee Performance Reviews
• Adherence to internal/external SLA Requirements
• Adherence to internal/external Syssero Standards

Core Values

EMPOWERMENT- Syssero is committed to developing the individual talents and capabilities of each employee. We invest in our people, encouraging them to cultivate the best versions of themselves. We encourage leadership at all levels by providing opportunities for continued learning, and promoting internally whenever possible. We learn from one another, depend on one another and win as a team. Our culture of borderless empowerment is more than just a competitive advantage for us. It is the key to Syssero’s ability to grow, to evolve and to achieve lasting, long term success.

Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.

Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts the success of the team above their own interests.

Team Leadership - Acknowledges team accomplishments. Defines team roles and responsibilities. Ensures progress toward goals. Fosters team cooperation. Supports group problem solving. Exhibits confidence in self and others. Inspires respect and trust. Motivates others to perform well. Reacts well under pressure. Shows courage to take action.

Initiative - Asks for help when needed. Looks for and takes advantage of opportunities. Seeks increased responsibilities. Takes independent actions and calculated risks. Undertakes self-development activities. Volunteers readily.

INTEGRITY - Nothing is more important than our reputation. We demonstrate a strong commitment to sustainable, responsible business practices, and approach each interaction with honesty, transparency and care. We deliver on commitments, and expect the same in return from both clients and colleagues. We have no tolerance for hidden agendas or behavior that diminishes our people or the work they produce. We are committed to doing good, and will not compromise that mission for the sake of quick profit or quick results. PROTECTION - Syssero acts as a shield to our peers and our clients. As members of a demanding ecosystem, we protect our people/clients by cultivating a psychologically safe workplace. This means that mutual respect and consideration are non negotiable in each facet of our business. Our successes are celebrated and shared with our community, our peers and our clients. We face failure with humility, and encourage each other to find opportunity in each challenge for continued personal growth and professional development. DIVERSITY - Syssero’s inclusive culture means that the unique personality of each employee is accepted and valued. We leverage the innate differences in our talent, both in background and circumstance, to develop creative solutions for our clients. We believe these differences enhance the experience of our employees by offering collaboration opportunities that are nuanced, educational and profound. Each employee is invited to the table as their authentic self, with the promise of equitable treatment.. BALANCE - Syssero is committed to ensuring employees have the resources and opportunity to find a lifestyle that is fulfilling both personally and professionally. We are committed to a standard of excellence in our work, and believe peak performance can best be achieved when employees are rested and given ample time to devote to the people, places and activities that spark joy and promote wellness. Proactive communication, careful planning and transparency are essential to make this balance possible for all.

Supervisory Responsibilities

Range of Direct Reports: 0-3

Range of Indirect Reports: 0-5

Work environment

100% remote

Physical demands

Prolonged periods of sitting at a desk and working on a computer.

Travel required

<25% travel. Regular travel consists of at minimum two, in-person, all staff events, one of which is required to attend in person. The location of these will vary depending on agenda, number of staff, and the ultimate goal of the event. Travel will be overnight for multiple nights.  In addition, there may be client-related travel or other Syssero related travel as needed. All arrangements are company paid.

Education and experience

Required - Associates in related field, 3+ years experience in Workday project management, customer success management or account management

Preferred - Bachelors in related field, 5+ years experience in Workday project management, customer success management or account management or work equivalent

Additional eligibility requirements

Workday certification or enterprise software experience

Work authorization/security clearance requirements

Must be authorized to work in the United States.

Affirmative Action/EEO statement

Syssero is an equal opportunity employer. At Syssero, we don’t just accept differences - we celebrate them, support them, and thrive on having them for the benefit of our employees, our services, and our community. Employment at Syssero is based solely on a person's merit and qualifications directly related to professional competence. Syssero does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

It is Syssero's policy to comply with all applicable national, state, and local laws pertaining to nondiscrimination and equal opportunity. The Company's EEO policy, as well as its affirmative action obligations, includes the full & complete support of the Company, including its Chief Empowerment Officer. Because it's just the right thing to do. We hope you think so, too.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.