Customer Support & Success Process Improvement Specialist - Customer Support Limerick, Ireland

Sustainability that means business

Who we are :

Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, USA, Canada, and Australasia.

With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon-neutral future.

What we do :

Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries.

Over 5,000 customers across 23 countries benefit from our Performance Sustainability software, providing practical solutions for improved profitability and environmental resilience worldwide.

Our people :

AMCS offers team members more than just a job—an opportunity to develop a career with a growing and evolving company.

We maintain a start-up mentality rooted in local connections, fostering a culture of openness, collaboration, and creativity that positively impacts our community and environment.

Role Overview :

The Customer Process Improvement Specialist is responsible for analyzing, developing, and implementing strategies to enhance operational efficiency, reduce costs, and improve business processes.

They will initiate and oversee Customer Support Continuous Improvement projects, working closely with stakeholders to identify inefficiencies, implement best practices, and drive continuous improvement initiatives organization-wide.

Roles & Responsibilities :

Drive continual improvement to enhance the customer experience.

Investigate, analyze, and document current business processes.

Utilize Lean Six Sigma tools and methodologies as applicable.

Identify and reduce process waste and non-value-added activities.

Standardize and optimize global processes.

Identify customer trends and develop remediation plans.

Initiate and oversee Continuous Improvement projects, defining scope, timelines, and deliverables.

Implement process improvements globally and ensure consistent adherence.

Focus on streamlining the ServiceDesk system for better insights into processes, usage, and training.

Candidate Profile :

Degree in Business Administration, Operations Management, Industrial Engineering, or related field.

Lean, Six Sigma (Green Belt or higher) certifications are advantageous.

Proactive, positive, self-motivated with a passion for process improvement.

Ability to work independently and collaboratively.

Excellent communication skills for technical and non-technical audiences.

Strong interpersonal skills to develop and manage relationships internally and externally.

Successful track record in leading process improvement initiatives.

Experience in SaaS Operations is a plus.

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