Job Description

DIGITAL WAYS TO A CLEANER WORLD

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 5000 customers in 22 countries. AMCS employs over 1300 people across 20 countries, headquartered in Ireland with offices in North America, Europe, Asia 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 \xe2\x80\x98start-up\xe2\x80\x99 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.

The Customer Success Manager oversees a portfolio of post-implementation customers, developing strong relationships, understanding their goals and strategies, and ensuring our platform meets their needs. You work well as part of a team and have exceptional communication and organizational skills.

Responsibilities:

\xc2\xb7 Manage your portfolio of customers with a strategic focus on driving incremental value and identifying opportunities for expansion.

\xc2\xb7 Partner with customers to establish clear business goals, timelines, priorities, and metrics of success to collaboratively achieve their ESG objectives.

\xc2\xb7 Understand your customers\xe2\x80\x99 business priorities and support their challenges and needs through their FigBytes solution.

\xc2\xb7 Engage with customers throughout the customer journey with a focus on relationship management.

\xc2\xb7 Build out and report on key metrics for customer health, usage, feature adoption and advocacy.

\xc2\xb7 Analyze customer data to improve customer experience and mitigate risk.

\xc2\xb7 Conduct product demonstrations and user training for your customers.

\xc2\xb7 Create and present value-added presentations including Business Reviews, to reinforce value and ROI delivered.

\xc2\xb7 Develop and execute renewal playbook activities to maximize renewals and minimize customer churn.

\xc2\xb7 Develop and maintain a deep understanding of customers\xe2\x80\x99 business drivers, develop, and execute a customer success plan that steers program activities to align with those initiatives.

\xc2\xb7 Act as a trusted advisor for your customers and mediate between your customers and the organization to ensure customer satisfaction.

\xc2\xb7 Handle and resolve customer requests and complaints.

\xc2\xb7 Advocate on behalf of your customers and regularly provide \xe2\x80\x9cVoice of Customer\xe2\x80\x9d feedback as it pertains to product, partnership with FigBytes, and more.

\xc2\xb7 Effectively manage customer expectations and create realistic expectations, triaging their needs to appropriate internal teams.

Requirements:

\xc2\xb7 3+ years of experience working in a Customer Success, Retention or Account Management role in a B2B SaaS company.

\xc2\xb7 Excellent presentation skills, including the ability to demystify complex technical solutions.

\xc2\xb7 A passion for customer advocacy.

\xc2\xb7 Incredible written and oral communication skills.

\xc2\xb7 Creative problem-solving skills.

\xc2\xb7 Collaborative mindset and ability to work closely and effectively with internal teams and stakeholders.

\xc2\xb7 Proven experience consistently achieving goals, KPIs and other metrics.

\xc2\xb7 Experience with project management, business consultation and workflow optimization.

\xc2\xb7 Strong attention to detail and time management skills.

\xc2\xb7 Passion for, and/or experience with, sustainability, environmental sciences, GHG accounting, Environmental, Social and Governance (ESG) and Corporate Social Responsibility (CSR) frameworks.

Success Criteria

\xc2\xb7 Proactive, positive, self-starter with a passion for continually improving the processes around you.

\xc2\xb7 Strong commitment to ensuring customers\xe2\x80\x99 business objectives are achieved.

\xc2\xb7 Ability to manage ambiguity and operate effectively, even when things are not defined or the way forward is not certain \xe2\x80\x93 makes sound decisions, even in the absence of complete information.

\xc2\xb7 Ensures accountability \xe2\x80\x93 holding self (and others) accountable to meet commitments.

\xc2\xb7 Ability to successfully plan and prioritize work to meet objectives aligned with organizational goals.

\xc2\xb7 Ability to analyse customer usage data and develop recommendations based upon data insights.

\xc2\xb7 Ability to prioritize customer needs and elevate the issues that will have the most impact on customer satisfaction, retention, and growth.

\xc2\xb7 Adapts approach and demeanour to match the shifting demands of different situations.

\xc2\xb7 Possesses a strategic mind-set \xe2\x80\x93 able to focus on the bigger picture and not get mired in the day-to-day details.

\xc2\xb7 Ability to develop and deliver communications that convey a clear understanding of the unique needs of the different audiences.

\xc2\xb7 Ability to work in a team-based, collaborative environment.

\xc2\xb7 Excellent presentation and meeting facilitation skills.

AMCS