Synergy Manager (Core, Senior, Enterprise)

Department: Synergy

Location: Hybrid (In office Tuesday, Wednesday, and Thursday)

Synergy Managers are the point of contact for all current clients. They effectively and efficiently resolve all client concerns by closely monitoring issue trends, consistently proposing system improvements, expertly communicating with clients and account managers, and strategically delegating to other team members.

The Enterprise Synergy Manager designation is reserved for those who have moved beyond portfolio management into organizational leadership. Enterprise SyMs own the long-term success of enterprise-level strategic clients, suggest platform improvements, own the SOPs the rest of the team follows, and interpret data for leadership to help drive org-wide strategy. They serve as the model for how client experience work is done at Conservice. We value analytical thinking here at Conservice, so you'll need to be able to independently reason and make unaided decisions in order to succeed. If you love working with clients, have excellent communication skills, are self-accountable, like to be challenged, are looking to use your time-management skills in a professional environment, and enjoy working in a fun, team environment, this position is for you!

As an Enterprise Synergy Manager, you will be responsible for:

• Communicate with clients and account managers using phone and email
• Offer cause and effect explanations to clients for concerns they have
• Establish working relationships with contacts at multiple levels within each client account
• Identify and address relationship risks before they affect satisfaction scores
• Develop beneficial, long-lasting relationships with clients
• Work closely with Account Managers to ensure that client needs are met
• Follow up with Conservice team members to ensure that solutions are found
• Lead regularly scheduled client calls, including strategic conversations with enterprise clients

• Organize workload by filtering emails based on priority
• Organize and track information to effectively prioritize time and efforts
• Own the full issue lifecycle for enterprise portfolios
• Manage Severity 1 escalations independently and document resolution steps for team learning
• Delegate and follow up on client issues with relevant teams to ensure timely resolution
• Work with all other Synergy teams to ensure a smooth flow of the bill payment process
• Monitor and discuss trends with clients and team members, then propose system improvements
• Provide system and platform enhancements for the overall bill payment process
• Create weekly meeting agendas

• Communicate with leadership and clients regarding challenges and brainstorm ideas to resolve
• Present portfolio and business insights to leadership
• Prepare dashboards and scorecards that interpret data for executive leadership
• Use data to shape client strategy and identify organizational risks before they materialize
• Use patterns across portfolios to guide team decisions
• Help identify and correct accuracy issues throughout the bill payment process
• Perform a variety of data entry and maintenance tasks in company software
• Build customized reports for clients by working with the IT department

• Lead or co-lead at least 2 process, training, or operational improvements that are implemented
• Lead at least 2 cross-functional initiatives or strategic projects
• Build, test, and own new SOPs or automation pilots
• Bring data-backed recommendations to department planning discussions and contribute to organization-wide strategy
• Lead or assist in department training and team initiatives
• Champion departmental initiatives and act as a primary consultant for leadership

• Able to explain complex ideas, both verbally and in writing, using clear, professional language, including to executive leadership
• Able to expertly prioritize important and urgent work to meet deadlines
• Have a capability to solve a range of issues from routine to complex, including the most critical escalations
• Can independently analyze and reason to make unaided decisions
• Able to lead cross-functional work and influence without direct authority
• Have a desire to form long-lasting relationships with clients and account managers
• Have the ability to stay positive and productive under pressure, while providing and receiving constructive feedback

• Direct customer contact experience preferred
• Advanced skill with Microsoft Excel, Word, Google Services, and Conservice software
• Expert knowledge of Synergy and Conservice processes
• Demonstrated performance at the Senior Synergy Manager level preferred