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Customer Success and Support

The AMCS Group customer success team provides you with the tools to succeed. In order to achieve this, we employ a structured point of contact, with clear hand-offs during the project lifecycle and a user engagement program designed to fuel your success. 

Customer Success Manager

Customer Success Manager

Job Description

The Customer Success Manager will:

·      Serve as the primary post-sales point-of-contact for AMCS’s portfolio of enterprise customers

·      Proactively work directly with medium to large enterprise business customers, interacting with various levels of management ranging from Directors to C-level executives

·      Partner with Sales to ensure prospective customers have full awareness of the Customer Success program and the competitive differentiators

·      Partner with customers to establish clear business goals, timelines, priorities and metrics of success

·      Develop and maintain a deep understanding of customers’ business drivers, and steer program activities to align with those initiatives

·      Ensure a successful on-boarding and AMCS solution rollout plan among new customers

·      Develop a targeted training plan, based upon customer-specific business objectives

·      Lead trainings for customer teams (webinar and in-person), highlighting key AMCS features and functionality

·      Partner with marketing to develop training programs and collateral to support end-user training needs, and identify customer advocates to develop a targeted adoption plan, based on opportunities to increase user adoption and engagement

·      Proactively identify customer health risks, and effectively leverage internal teams to mitigate non-renewal (churn) risk

·      Analyze and monitor customer data to draw insights with the goal of communicating those findings to customers in order to modify user behavior and increase user productivity

·      Develop and conduct Quarterly Business Reviews (QBRs) to assess progress against goals, assess opportunities for improvement, assess impact of AMCS on user productivity

·      Partner with sales to identify renewal, expansion and up-sell opportunities in the post-sales cycle

·      Act as a liaison between internal teams to ensure high-priority customer needs are being met; coordinating with sales, marketing, product, support and engineering teams to escalate high-impact customer needs

·      Ability to effectively manage customer expectations and create realistic expectations

 

Success Criteria

·      Proactive, positive, self-starter with a passion for continually improving the processes around you

·      Strong commitment to ensuring customers’ business objectives are achieved

·      Ability to manage ambiguity and operate effectively, even when things are not defined or the way forward is not certain –makes sound decisions, even in the absence of complete information

·      Ensures accountability – holding self (and others) accountable to meet commitments

·      Ability to successfully plan and prioritize work to meet objectives aligned with organizational goals

·      Ability to analyse customer usage data and develop recommendations based upon data insights

·      Ability to prioritize customer needs and elevate the issues that will have the most impact on customer satisfaction, retention and growth

·      Adapts approach and demeanour to match the shifting demands of different situations

·      Possesses a strategic mind-set –able to focus on the bigger picture and not get mired in the day-to-day details

·      Ability to develop and deliver communications that convey a clear understanding of the unique needs of the different audiences

·      Ability to work in a team-based, collaborative environment

·      Excellent presentation and meeting facilitation skills

 

Requirements

·      Degree in business or IT related discipline or minimum of seven years equivalent experience of advanced IT applications

·      nterprise software or SaaS account management/customer success management experience with a demonstrated track record of success (preferably in ERP systems)

·      Outstanding communication skills with everyone from end users to C-level executives

·      Passionate about customer success and making life simpler with technology

·      Ability to demonstrate the business benefits of a technical solution

·      Understanding of complex logistics operations and how software solutions will deliver a high return on investment is a distinct advantage

·      Enabled sales cycles in competitive markets

Location
Jacksonville
Country
United States
Category
Customer Support & Success
Type
Full Time
Experience
NA
Language
English

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