Customer Success Specialist

Amcs Group Boston , MA 02108

Posted 10 months ago

Software Experience is a must!

Job Description

The Customer Success Manager will:

  • Serve as the primary post-sales point-of-contact for AMCSs 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
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Customer Success Specialist

Amcs Group