Customer Success Lead (Remote)

Company Description

AmplifAI provides the AI-Driven People Enablement Platform for employee-centric workforces, focusing on transforming employee data into actionable insights to improve business outcomes, productivity, and engagement. As a leader in enabling hybrid teams in the evolving work landscape, AmplifAI is dedicated to enhancing performance and creating a more enjoyable work environment.

Role Description

This is a full-time remote role for a Customer Success Lead at AmplifAI. The role involves daily tasks such as ensuring customer satisfaction, utilizing analytical skills to identify opportunities for improvement, providing top-notch customer support, and maintaining effective communication with clients to deliver exceptional customer service.

Duties And Responsibilities

•  Advocates for customers, giving voice to their feedback while also advocating AmplifAI’s brand, articulating value, and continuously working to demonstrate ROI
• Assists the operations team with designing and implementing internal and external tools
• Client-facing relationship owner builds trust, inspires engagement, and enhances both value and experience with AmplifAI’s solutions  
• Communicates with frontline users up through executives 
• Contributes to client’s business growth both by utilizing personal areas of expertise and by navigating product capabilities that align with operational initiatives and goals 
• Defines business objectives with the customer and develops a strategic direction for success
• Documents client’s achievements through milestones, progress, successes, and opportunities 
• Ensures product satisfaction and return on investment while enhancing customer experience
• Leverages an internal operational success roadmap to manage ongoing client journey 
• Maintains a portfolio of existing clients as well as launches new clients
• Manages client retention and growth
• Prepares both internal and client-facing business reviews
• Prepares monthly billing details based on Agreements 
• Project manages, conducts client meetings, provides end-user product support and education
• Responsible for achieving portfolio growth targets annually
• Reviews and assesses customers’ progress and offers recommendations based on results

Skills

• Ability to cultivate new business opportunities; ask for other POCs, referrals, etc. 
• Ability to engage decision makers, network accordingly, and present to executives
• Analytical thinker with excellent quantitative and superior problem-solving skills
• Detail-oriented and comfortable with a fast-paced, high-pressure environment
• Entrepreneurial spirit with high level of determination
• Exceptional communication and relationship building skills
• Must have management level experience with the proven ability to succeed
• Passionate and confident; Team player with strong interpersonal skills 
• Proven ability in compiling and analyzing data to identify successes and opportunities

Qualifications

• Off the overall 10 years’ experience, last 5 years should have been a leader managing teams for US customers
• Must be working in a medium to large BPO company in the preceding last 8 years
• Critical to have solid experience on PP, Excel knowledge and understanding of industry systems. SQL, DB knowledge will be a big plus
• 5 years of experience as a leader in client services
• Bachelor’s degree in Business or related field required (Masters preferred)
• 25% travel may be required