Customer Success Manager

Do you want to work for a company with Irish roots and a global impact? A leader in environmental services, AMCS is a trailblazing software company that guides and supports other businesses on their journey towards sustainability.  

AMCS leads the way

The AMCS team is at the cutting edge of technology. Companies come to AMCS to achieve their sustainability strategies as we help companies to reduce their carbon footprint and work in a more environmentally conscious way. AMCS has created digital ways to a cleaner world.  

What we do

AMCS is a global leader for integrated software and vehicle technology for the environmental services industry. AMCS delivers enterprise cloud-based software solutions worldwide supporting over 2,650 customers in 22 countries. AMCS employs over 700 people across 11 countries, headquartered in Ireland with offices in North America, Europe and Australia.

Our people

AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and ‘start-up’ mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.

To support the continued growth of our Customer Success & Sales teams team, we have an opportunity for an experienced Customer Success Manager to optimize and scale the efforts of the Customer Success team and enable us to deliver effectively on our Customer Advocacy, Growth and Renewal goals. This role reports to the Global Head of Customer Success and can be onsite, hybrid or fully remote

Job Description

In this role, during the post-onboarding phase of the Customer Journey, you will drive the operational excellence of the Customer Success team by providing the following to enable the CSMs focus on adoption, health management, value realization, advocacy and renewal management:

Data - Capturing, Analyzing, and Actioning:

• Collaborate with CSMs to gain a deep understanding of how you can help them more effectively achieve their KPIs and customer goals and then work together with them to execute on agreed initiatives.
• Deploy predictive analytics to surface risks and opportunities across a large segment of customers, translate these insights into calls to action for CSMs at each stage of the customer journey, prioritizing human intervention only for the most critical, high-value situations.
• Give CSMs the right data, in a digestible way and at the right time, allowing them to proactively spend more time on making key decisions and taking the necessary actions to help their customers realize the expected value from their investment in AMCS.
• Ensure the data in the various Success repositories and data bases is maintained and kept current and is accessible by all stakeholders.

Systems & Tooling:

• Own the implementation, integration and ongoing management of the Digital Success tech stack, in conjunction with key stakeholders, to empower CSMs to do their jobs more effectively and, in turn, enable our customers to achieve their goals.
• Implement and continuously improve automated workflows and calls to action that enable CSMs to execute Customer Success programs effectively and at scale.

Processes:

• Define, manage and continuously improve repeatable, scalable Customer Success programs, processes and playbooks based on industry best practices and a deep understanding of the CSM role, KPIs and goals, across all customer segments.
• Determine the timing and content of 1:Many digital touch outreaches for CSMs along the customer journey, to help drive optimal adoption and expansion, and minimise risk.
• Make 1:Many digital touch outreaches as relevant and personalized as possible whilst giving customers what they need when they need it, at scale. 

Planning & Forecasting:

• Work with Success leadership to forecast and plan for future growth and target achievement, including effective and timely assignment of CSMs and re-distribution of workload as needed.
• Prepare and circulate data to assist leadership to report progress, reach conclusions and make decisions that more effectively achieve Success KPIs.
• Participate in the onboarding and training of new Success team members to ensure they contribute effectively as quickly as possible.

Necessary skills and experience:

• 5+ years of proven experience working in a Customer Success Operations or Sales Operations role or a similar function for a SaaS business.

·        Extensive experience in designing workflows and processes that effectively trigger Customer Success programs using automation and digital engagement at scale.

·        Experience in using data analytics, business intelligence, and reporting skills to influence strategy and drive change management to maximise customer experience.

• Ability to analyse customer usage data and develop recommendations based upon data insights with a desire to deep-dive into trends and anomalies in order to pursue the meaning/causation behind results.
• Proactive, self-starter with a “can do” approach and passion for continuous improvement.
• An effective time manager, skilled at prioritization and task management, allowing you to work on multiple activities, including long-term projects as well as requests requiring a quick turnaround.
• Effective written and verbal communication skills to make compelling, data-driven, recommendations for change.

·        Ability to influence without authority and drive stakeholder support and action.

• Ensures accountability – holding self and others accountable to meet commitments.
• Proven ability to work cross-functionally in a global, team-based, collaborative environment.
• Candidates who have configured, administered and maintained Success productivity tools such as Salesforce and Gainsight will have a distinct advantage.