ERP Account Manager

Syntax is a leader in providing cloud and implementation services for JD Edwards. We are both an Oracle Platinum Partner and an IBM Premier Partner with locations in Canada and the US.

Reporting to the Director of Account Management, the ERP Account Manager will be responsible for the following:

  • Onboard customers onto a managed service environment
  • Participate in customer governance committees
  • Ensure compliance to contracted services levels
  • Manage contract life-cycle
  • Manage all escalations to successful resolution
  • Lead weekly customer status meetings and executive conference calls
  • Maintain communication with customer through the escalation process
  • Perform Third Party Vendor relationship management
  • Ensure services being billed are compliant with services contracted
  • Manages all billing related escalations and disputes
  • Perform Financial Management and Demand Management functions
  • Understand client’s business, model and climate
  • Obtain Client Satisfaction Pulse
  • Manage Internal & External Communication
  • Identify SWOT
  • Proactively identify customer needs

Post Implementation: Project Coordination/ Project management

  • Lead/Coordinate project activities (Identify key project deliverables; project risks and issues; develop project plan)
  • Facilitate meetings to identify project activities
  • Provide information on processes, products, services
  • Ad Hoc Projects – newsletter, helpdesk software, offsite meetings, etc.

Upsell

  • Priority: ECare, Disaster Recovery, Security
  • Identify Opportunities
  • Work with Sales Team
  • Contract Renewals

Strategic Alignment

  • Understand client’s business, model and climate
  • Proactive in identifying customer needs

Support

  • Ensure Tickets are managed
  • Process working
  • Point of Escalation

Qualifications

  • Degree in Management Information Systems, Computer Science degree, or a similar field.
  • Prefer experienced with ERP clients (EBS, Oracle, JDE, Hyperion, or SAP)
  • Technical knowledge: Use of commercial ERP software product (JDE, Oracle, SAP)
  •  Certificate in project management – Nice to have

Location

  • Canadian Citizens and those authorized to work in Canada are encouraged to apply. We are unable to sponsor at this time.
  • Prefer Montreal based applications

Email your resume highlighting your relevant experience to careers@syntax.comReference 9105-6S.

NOTE: Unfortunately, we will not be able to reply to applicants who do not meet the above criteria.

Since 1972, Syntax has been providing comprehensive technology solutions to businesses of all sizes throughout North America with thousands of customers trusting Syntax with their IT services and ERP needs. Since 1997, Syntax has focused on JD Edwards EnterpriseOne and JD Edwards World while supporting and enhancing its SDM product line. Today, as an Oracle Platinum Partner and IBM Premier Partner, Syntax is a leader in providing cloud and implementation services for JD Edwards. From their multiple offices in Canada and across the U.S.,  yntax delivers a leading combination of software, services and cloud solutions to meet the needs of its diverse range of customers. Syntax's cloud offerings, including their best in class Enterprise Cloud for ERP continues to grow and accelerate; a unique offering that safely hosts and manages critical business applications.