Senior Customer Success Manager

Senior Customer Success Manager
North America

Amplify Your Experience

Amplience dramatically simplifies how clients plan, create, manage, and deliver content. With a modern API-first approach, the Amplience solution can unleash the creativity and productivity of content and technology teams. Amplience serves more than 200 of the world’s leading retailers including, Crate and Barrel, Boohoo, Mulberry, Shop Direct, and TUMI.

 About the role  

We are looking for a Senior Customer Success Manager to join our Professional Services & Customer Success team to ensure customers get maximum benefit from the service.  The Senior Customer Success Manager is accountable for ensuring the customers in their region derive maximum value from the Amplience platform.  

Depending on region, the Senior Customer Success Manager may be responsible for growing and managing a team of Customer Success Managers as well as being hands-on with customers themselves.  

The Senior Customer Success Manager will have developed a specialisation within the e-commerce/content domain and have a strong understanding of web technology.  They will also be comfortable in challenging popular thinking and engaging with Senior Sponsors and Stakeholders at all sizes within target organizations.

Roles and Responsibilities: 

  • Leads Customer Success within their designated region and accountable for the following metrics across the portfolio:
  • Line management of all Customer Success resource within the region:
  • Motivates, coaches, mentors and trains Customer Success team members to become a high performing team.
  • Drives the continuous improvement of internal operating procedures within the team.
  • Sets clear targets and objectives for each team member at the start of each half-year and reviews performance at the end of each period.
  • Ensures full adherence to the Customer Success operating procedures.
  • Works to improve the effectiveness of internal teams to drive improvement in customer satisfaction, adoption, account growth & new business development.  
  • Product – ensuring the commercial value of changes and feature requests is factored in to prioritisation and that the appropriate solutions are developed. Support – ensuring customer issues are resolved to the satisfaction of the customer and that problem trends are identified and, where possible, avoided. Operations – ensuring the system  
  • Sales – ensuring the value sold can be delivered and that customer success stories across all regions are fed into the regional sales team
  • Marketing – ensuring customer success stories are fed in to marketing.
  • Leads and participates in business consulting across strategic customer accounts.  
  • Works to become a trusted advisor to key stakeholders within strategic accounts through building strong and effective relationships with people at all levels within the target organisation.
  • Develops an understanding of the business drivers and priorities that drive the need to transform the content production processes inside the organisation.  
  • Develops a clear understanding of core operating model of the e-commerce, commercial/trading and marketing departments and why the current ways-of-working will put them at a commercial disadvantage.  
  • Assist Account Managers to identify opportunities to upsell and use internal knowledge of customers to help sell.  

Knowledge, Skills & Experience 

  • High personal energy and natural quality to energize others.
  • Strong leadership skills which inspire confidence within the team and with customers and prospects.
  • Strong at execution. Demonstrable record that shows they get things done.
  • Positive, can-do attitude. Team worker who looks critique the organisation to improve
  • Good technical skills. Must be very literate in web technology and web architecture.
  • Speaks clearly and articulately with excellent written and verbal communication skills.  
  • Strong understanding of the mechanics and business goals of enterprise retail.
  • 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.
  • Expert in influencing people up to Executive Level in customer organisations with turnovers of over $1bn online.
  • In depth understanding of the dynamics of business change.
  • Able to quickly understand the key principals around the Amplience platform as it evolves.  
  • Good at empathising with people to understand their wants and needs and conveys a sense of urgency when servicing customer needs.
  • Conveys enthusiasm and confidence with a strong level of emotional intelligence and business acumen.
  • Makes complex ideas simple and understandable. Makes rational decisions under pressure.