Customer Success Manager responsible for maintaining client relations and ensuring satisfaction for logistics services at CEVA. Leading service coordination and value generation across customer accounts.
About the role
- Customer Success Manager reducing churn and increasing annual revenue for e-commerce and marketing clients. Collaborate with Key Account Directors to maximize customer adoption of Amplience's tools.
Responsibilities
- Focus on reducing churn within our customer base and assist Key Account directors with Upsells and Uplifts, thereby increasing the annual revenue of the client.
- Work on solutions to help them utilise the available DAM, CMS, and AI tools.
- Lead and support QBRs with adoption reports and roadmap deep dives.
- Work closely with Key Account Directors to help them close renewals, uplifts and upsell.
- Ensure the customer is receiving the appropriate level of service as contractually agreed and defined by the internal service level framework, including travel to customer locations
- Act as an internal and external contact and escalation point for all assigned customers, with the expectation of 15-20 large enterprise clients
- 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 decision 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
Requirements
- Prior e-Commerce experience
- 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 in 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 of 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 principles 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 is someone who makes rational decisions under pressure
- Speaks clearly and articulately with excellent written and verbal communication skills
Benefits
- 💼 Core Financial Benefits**Pension Scheme**
- Auto-enrolled after 3 months' service
- Salary sacrifice scheme to maximise tax efficiency
- 5% employee contribution, matched by 5% from Amplience
- Pension broker: Titan Group (offers financial advice)
- Pension provider: Aegon (moved from Aviva in 2024)****
- 🧘♂️ Time Off & Leave**Annual Leave**
- 25 days paid holiday as standard
- **Length of Service Entitlement**
- UK Team Entitlement** 3+ years continuous service | 26 days annual leave entitlement** 4+ years continuous service | 27 days annual leave entitlement** 5+ years continuous service | 28 days annual leave entitlement** 6+ years continuous service | 29 days annual leave entitlement** 7+ years continuous service | 30 days annual leave entitlement
- **Enhanced Maternity Leave**
- 12 weeks full pay
- 12 weeks at 50% pay
- 15 weeks at statutory maternity pay (SMP)
- 13 weeks unpaid****
- **Enhanced Paternity Leave**
- 2 weeks full pay****
- **Sick Pay**
- Up to one month’s full pay per calendar year (at company discretion, with medical certificate)****
- **Study Leave**
- 5 days for employees on accredited long-term courses (12+ months)****
- **Birthday Leave**
- One paid day off during your birthday month****
- **Company-Wide Recharge Days**
- One day off per quarter for the whole business – rest, recharge, and reset****
- 🧑💻 Flexible Working·
- All roles are laptop-enabled
- Working arrangements agreed with your line manager
- Freedom Fridays: Finish early on Fridays to support work-life balance (full-time employees only)
- 🎁 Additional Perks**Holiday Buy Scheme**
- Purchase up to 5 extra days per year, repaid through salary deductions****
- **Cycle to Work Scheme**
- Save on bikes & accessories via tax-efficient payments (Blackhawk Network)****
- **Tech Scheme**
- Purchase tech items and spread the cost over 12 months via salary deduction (Blackhawk Network)****
- **Season Ticket Loan**
- Advance loans available for travel tickets, repaid via payroll****
- **Charity/Volunteer Days**
- Up to 3 paid days a year for volunteering or charity work****
- **Payroll Giving (CAF – Give As You Earn) **
- Tax-free donations to UK charities, directly from your salary****
- **Eyecare**
- Reimbursement for a standard eye exam every two years
- 🤝 Recognition & Referral**Employee Referral Bonus**
- £1,200 / €1,400 / $1,500
- 50% paid at 4 months, 50% at 7 months post-hire****
Job title
Job type
Experience level
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Degree requirement
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