Client Success Manager

WE ARE AMDARIS

At Amdaris, we bring together exceptional talent to deliver custom software solutions and drive digital transformation. Our acquisition by Insight last year has only solidified our standing in the market to become the leading provider of software solutions and paving the way for an exciting growth trajectory with ambitious future goals.

Our expertise spans software development, cloud computing, IT strategy, and digital innovation, helping businesses optimise their technology and achieve their strategic objectives. With cutting-edge projects and a dynamic team, there has never been a better time to join us and be part of our journey to shape the future of technology.

KEY RESPONSIBILITIES:

• Develop and maintain long-lasting relationships with clients, securing and safeguarding Amdaris’ position as their trusted, strategic technology partner.
• Gain a deep understanding of the client’s business and industry, goals, and challenges, and ensure that Amdaris’ services are perfectly aligned with their technology roadmap and ambitions.
• Quickly build knowledge of Amdaris & Insight’s capabilities and services, supporting the discovery of new opportunities for widening and maturing existing client relationships.
• Develop and execute client Success Plans tailored to the client’s business goals, focusing on driving adoption, retention, expansion, and growth.
• Maintenance of Amdaris’ CRM and opportunity pipeline, ensuring client data is meticulously captured and managed, streamlining the sales and renewals and providing valuable analytics and forecasting.
• Complete ownership of client commercials, taking the lead on negotiations around contract renewals, rates, and pricing models.
• Be fully accountable for client renewals, maintaining Amdaris’ exceptionally high rates of retention whilst mitigating against inflation challenges.
• Proactively identify opportunities or upselling and cross-selling, driving both revenue growth and maturation of the partnership.
• Leverage existing relationships to expand into new territories and areas of the existing client Base i.e. parent companies and subsidiaries.
• Attend and host clients at Amdaris, Insight and industry events, maximising opportunities to grow your network and deepen relationships.
• Working closely with Delivery Leadership to monitor and report client engagement health; proactively addressing issues and providing guidance on best practice.
• Work alongside Technical and Delivery Leadership to ensure timely resolution of client issues.
• Prepare and conduct QBRs, reviewing progress, demonstrating value and identifying opportunities for growth.
• Demonstrate measurable return on investment (ROI) for clients, showcasing the value delivered by our products and services.
• Work closely with Resource Management and Delivery Leadership to efficiently onboard new clients and demonstrate value from day one.
• Align with the New Business team to support the pre-sales process, attending pitches and supporting on bids.
• Work with leadership and other departments on strategic initiatives aimed at improving customer experience and operational efficiency.

KEY COMPENTENCIES:

• Minimum of 3 years of experience in customer success, account management, or a related client-facing role within the tech industry.
• Strong empathy and a commitment to understanding client needs. Passionate about helping clients succeed.
• A proven record of account planning and management with the ability to communicate effectively with stakeholders at all levels.
• Ability to understand and explain technical products and solutions. Comfort with technology and the ability to learn new tools quickly.
• An understanding of Agile delivery methodologies and ceremonies.
• Strong numeracy skills (forecast, client financial analysis).
• Analytical and problem-solving skills. Ability to think critically and make data-driven decisions.
• Experience managing multiple projects simultaneously. Ability to prioritize tasks, meet deadlines, and work independently.
• A Team Player and a collaborative mindset, with the ability to work effectively and with exercise diplomacy across different teams and departments.] Comfortable working in a fast-paced, dynamic environment. Ability to adapt to changing priorities and business needs.

LIFE AT AMDARIS:

• Competitive employer pension contributions.
• Collaborative environment designed for activity-based working.
• Employee benefits, including cycle-to-work scheme, electric car scheme, gym discounts, and more.
• Health and wellbeing app offering various tools and mindfulness resources.
• Investment in personal development through training and qualifications.
• Monthly social and charitable events.
• On-tap beer for those moments of celebration.

INTERVIEW PROCESS:

• Stage 1: Culture Add Interview with Chelsea (Talent Partner)

This initial interview will focus on assessing how well the candidate would fit within our company culture. Chelsea will explore values, work style, and how they might contribute positively to our team environment. This will be a 30-minute teams’ call.

• Stage 2: Interview with Client Success Lead

In this stage, the candidate will meet with the Client Success Lead to discuss the specifics of the role. They will delve into your experience and how they align with the responsibilities and expectations of this position. This will be a 30-minute teams’ call.

• Stage 3: Interview with Client Success Lead and Chief Delivery Officer

In this stage, the candidate will meet with the Client Success Lead and Chief Delivery Office. During this interview, the candidate will be required to go into further detail regarding their experience, how they align with the responsibilities and expectations of this position in more depth. This will be a 1-hour face-to-face interview in our office.