Senior Customer Accounts Manager

SynapseIndia is a software development company with over 24 years of experience, featuring development offices in India and the USA. We serve clients worldwide, delivering innovative solutions tailored to their needs. Our Noida SEZ office is conveniently located just a 10-minute walk from the nearest metro station.

Why work with us?

• Partnerships with Industry Leaders: We are a Google and Microsoft partner, staffed by certified professionals.
• Global Presence: As a multinational corporation, we have clients and employees across the globe.
• Structured Environment: We follow CMMI Level-5 compliant processes to ensure quality and efficiency.
• Timely Salaries: We have consistently paid salaries on time since our inception.
• Job Stability: Despite market fluctuations, we have not had to lay off employees.
• Work-Life Balance: Enjoy weekends off on the 2nd and last Saturday of every month, with no night shifts.
• Our employees are 100% satisfied, thanks to a culture of trust and growth opportunities.
• Eco-Friendly Workplace: We promote health and well-being with special anti-radiation and energy removal features in our offices.
• We prioritize the job security of all our employees.
• We celebrate all festivals with enthusiasm and joy.
• Yearly Appraisals: Exceptional performers can receive over 100% increments during appraisals.
• We recognize and reward top performers on a monthly basis for their outstanding contributions.
• We provide Accidental and Medical Insurance to our employees.

Who are we looking for?

Designation : Senior Customer Accounts Manager
Experience Range : 8+ years

What is the work?

• Develop and execute customer advocacy strategies to enhance customer loyalty, retention, and satisfaction.
• Serve as the primary liaison between customers and internal teams to ensure customer voices are heard and acted upon.
• Build and nurture relationships with key customers, creating advocacy programs such as reference customers, testimonials, case studies, and user groups.
• Collaborate cross-functionally with Sales, Marketing, Product, and Customer Success teams to integrate customer feedback into product development and go-to-market strategies.
• Monitor customer satisfaction metrics (e.g., NPS, CSAT), analyze trends, and deliver reports and recommendations to leadership.
• Manage customer advocacy events, webinars, and user conferences to engage and empower the customer community.
• Identify and develop customer champions who can advocate on behalf of the company.
• Lead initiatives to capture and share customer success stories both internally and externally.
• Provide mentorship and guidance to junior advocacy team members.

What skills and experience are we looking for?

• Minimum of 8 years of experience in customer advocacy, customer success, customer experience, or related roles.
• Proven track record of managing customer advocacy programs and delivering measurable improvements in customer engagement and satisfaction.
• Strong interpersonal and communication skills with the ability to build rapport and influence stakeholders at all levels.
• Excellent problem-solving skills with a customer-first mindset.
• Experience working with CRM and customer feedback tools (e.g., Salesforce, Zendesk, Medallia).
• Ability to analyze customer data and metrics to derive actionable insights.
• Strong organizational skills and ability to manage multiple projects simultaneously.
• Bachelor’s degree in Business, Marketing, Communications, or related field; advanced degree a plus.
• Experience in SaaS or technology industries.
• Public speaking and presentation skills.
• Familiarity with digital advocacy platforms and social media engagement.
• Project management certification is a plus.