SaaS Customer Success Manager

Department:

Customer Success

Employment Type:

Full time

Location:

Remote, East Coast, US

About now you’d expect us to tell you what Amplience do. Well, we don’t do the expected. Instead, we want to tell you about what we believe in – freedom. Freedom is everything Amplience stands for. That’s why, if you want to work with us (we’d be honored) you’d better be ok with working your own way.  
  
(Oh and in case you were wondering, what we do is help create the future of customer experiences.)  
  
Now it’s over to you. Take a look and see if what we need sounds like you. 

The Customer Success Manager (CSM) is accountable for ensuring their allocated customers drive the maximum value from the Amplience platform. They will use a consultative approach to guide customers on best practices whether that be current feature adoption or identifying opportunities depending on the customer’s needs. 

Key Responsibilities

  • Ensure the customer is receiving the appropriate level of service as contractually agreed and defined by internal service level framework including travel to customer locations 
  • Act as an internal and external contact and escalation point for all assigned customers 
  • For each allocated customer, understand the core operating model of the e- commerce & marketing departments and the supporting technology with specific attention to the content management & production process from studio shoot through to publish 
  • Understand the business drivers and business priorities looking up to 12 months ahead. Map the organisation structure and key decision makers and influencers within the content production & publishing domain 
  • Able to articulate Amplience strengths vs competing solutions 
  • Become a trusted advisor to key decisions makers and stakeholders with the business and technology teams spot new opportunities that will drive additional revenue working with the Account Manager to close and with the Project Delivery Team to deliver 
  • Becomes an Amplience platform power-user and works with each customer to increase platform adoption and ‘stickiness’ by closing the feature/consumption gap, training and by up/cross selling 
  • Assist in the continuous improvement of internal operating procedures for maximum profit and customer satisfaction 
  • Motivates, coaches, mentors and trains new team members to become a high performing team

Skills Knowledge and Expertise

  • Prior e-Commerce experience is essential 
  • Min 3 years experience in a similar role
  • Must be highly motivated and visible to customers through meetings, calls and onsite visits 
  • Good recent experience of e-Commerce & web technology and the related business operating processes 
  • Embraces and responds well to change in a dynamic, fast changing company and is capable working in environments with high levels of ambiguity 
  • Self-motivated & passionate about technology and the e-commerce domain 
  • Strong leadership skills which inspire confidence with the customer 
  • Ability to organise their work and the team’s work when under pressure with a demanding customer base 
  • In depth understanding of the dynamics of business change 
  • Able to quickly understand the key principals around the Amplience platform as it evolves and be able to build relationships internally to support knowledge gathering and sharing 
  • Good at empathising with people to understand their needs and desires and conveys a sense of urgency when servicing customer needs 
  • Ability to become a product specialist and an Amplience platform power user 
  • Makes complex ideas simple and understandable and someone who makes rationale decisions under pressure 
  • Speaks clearly and articulately with excellent written and verbal communication skills

Benefits

  • Freedom to work from home, with offices for when you want them
  • Competitive salary
  • Flexible working arrangements
  • Discretionary bonus scheme
  • Company pension scheme
  • Employee share options so that everyone can benefit from our success
  • Enhanced maternity & paternity policies
  • Extra holidays once you’ve been with us for a while
  • The option to purchase additional holidays
  • Charity / volunteer days
  • Life assurance policy
  • Ride to work scheme
  • Season ticket advance loans
  • Study leave

About Amplience

Made for Commerce

Designed for Conversion

Engineered for Performance

Amplience is an API-first, headless CMS and DAM in one: a unified platform for commerce content that does everything you need it to. Organize, find and enrich all your assets from a central library. Optimize and automate your product media, images and videos.

Plan, schedule, produce and deliver customer experiences. Do it all from the same platform.

And do more of it. Better, and faster, than ever.

Our Hiring Process

  • Applied
  • Review Application
  • Recruitment Interview
  • Technical Interview
  • 2nd Technical Interview
  • 3rd interview
  • Hired

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