Customer Success Manager


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Customer Success Manager

To support the continued growth of the business, we currently have a requirement for a (Customer Success Manager) for our Enterprise customers in the ANZ region.

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, develop and execute a customer success plan that steers 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 behaviour 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 JS: value
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

Extensive, proven experience (5 years+) delivering success for Tier 1 strategic customers realizing value from enterprise software or SaaS solutions, preferably ERP systems.
Degree in business or IT related discipline or minimum of seven years equivalent experience of advanced IT applications
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
Fluent in English

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