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Customer Success Manager

8 months ago

Toronto, Canada AMCS Group Full time

**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 5,000 customers in 23 countries. AMCS employs over 1350 people across 22 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.

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**:

- Manage your portfolio of customers with a strategic focus on driving incremental value and identifying opportunities for expansion.
- Partner with customers to establish clear business goals, timelines, priorities, and metrics of success to collaboratively achieve their ESG objectives.
- Understand your customers’ business priorities and support their challenges and needs through their FigBytes solution.
- Engage with customers throughout the customer journey with a focus on relationship management.
- Build out and report on key metrics for customer health, usage, feature adoption and advocacy.
- Analyze customer data to improve customer experience and mitigate risk.
- Conduct product demonstrations and user training for your customers.
- Create and present value-added presentations including Business Reviews, to reinforce value and ROI delivered.
- Develop and execute renewal playbook activities to maximize renewals and minimize customer churn.
- 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.
- Act as a trusted advisor for your customers and mediate between your customers and the organization to ensure customer satisfaction.
- Handle and resolve customer requests and complaints.
- Advocate on behalf of your customers and regularly provide “Voice of Customer” feedback as it pertains to product, partnership with FigBytes, and more.
- Effectively manage customer expectations and create realistic expectations, triaging their needs to appropriate internal teams.

**Requirements**:

- 3+ years of experience working in a Customer Success, Retention or Account Management role in a B2B SaaS company.
- Excellent presentation skills, including the ability to demystify complex technical solutions.
- A passion for customer advocacy.
- Incredible written and oral communication skills.
- Creative problem-solving skills.
- Collaborative mindset and ability to work closely and effectively with internal teams and stakeholders.
- Proven experience consistently achieving goals, KPIs and other metrics.
- Experience with project management, business consultation and workflow optimization.
- Strong attention to detail and time management skills.
- Passion for, and/or experience with, sustainability, environmental sciences, GHG accounting, Environmental, Social and Governance (ESG) and Corporate Social Responsibility (CSR) frameworks.

**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 custome