Customer Success Manager (203831) presso Amdocs

Who are we?

Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers’ innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our employees around the globe are here to accelerate service providers’ migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $5.00 billion in fiscal 2024. For more information, visit www.amdocs.com 

At Amdocs, our mission is to empower our employees to 'Live Amazing, Do Amazing' every day. We believe in creating a workplace where you not only excel professionally but also thrive personally. Through our culture of making a real impact, fostering growth, embracing flexibility, and building connections, we enable them to live meaningful lives while making a difference in the world.

In one sentence

A Customer Success Manager (CSM) is responsible for building strong relationships with customers, ensuring they achieve their desired outcomes while using a company's products or services.

What will your job look like?

Key Responsibilities:

• Customer Relationship Management: Develop and maintain strong relationships with assigned customers, ensuring high levels of satisfaction and retention.
• Onboarding and Training: Guide customers through the onboarding process, providing training and resources to help them effectively use the product or service.
• Proactive Support: Monitor customer usage and engagement, identifying potential issues before they arise and offering solutions to enhance the customer experience.
• Feedback and Advocacy: Act as the voice of the customer within the organization, capturing feedback and communicating it to relevant teams to improve products and services.
• Account Growth: Identify upsell and cross-sell opportunities, working closely with sales teams to drive revenue growth through existing accounts.
• Performance Metrics: Track and analyze customer metrics to measure success and identify areas for improvement, ensuring customers receive maximum value from the product.

All you need is...

• Serves as the primary point of contact for customers post-sale, especially for production incidents and operational needs.
• Drives ARR growth by identifying merchant opportunities within M1 customers to increase subscriptions.
• Collaborates with Finance and Business Operations to update volume and consumption forecasts for invoicing, reporting, and future planning.
• Engages with business customers users to advise on subscription market opportunities and product usage.
• Collaborates with IT stakeholders on upsell opportunities and usage optimization.

Success is measured by:

• ARR growth (including AMR),
• Customer satisfaction (CSAT),
• Voice of the Customer (VOC),
• Contract renewals,
• Revenue collection

KPI's:

• ARR
• NRR (net recurring revenue)
• CSAT (VOC)
• KPIs – MRR (monthly recuring revenue), MRR (month-to-month) Growth, ARR, NPS

Why you will love this job:

• Work within a very diverse and multi-cultural environment, and a fast growing and dynamic organization!
• Lead projects for market leading software solutions for the telecommunications industry. 
• Work on international projects, and will be provided with the opportunity to work closely with market leading telecom companies! 

Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to encouraging a diverse and inclusive workforce.