CSM Manager

1 month ago

Loughborough Leicestershire, United Kingdom The Access Group Full time

Premier Customer Success Manager - ERP Division
As a Customer Success Manager, you will be accountable for the success of a portfolio of our most valued customers. You will get a buzz from helping people, be customer-centric, and passionate about how software can improve our customers' lives and businesses. You will be confident in building and maintaining effective relationships at all levels internally and within your customer base. Reporting, identifying Risks & Opportunities, taking appropriate action, driving continuous improvement, communications & updates
# Churn management
# Influence and drive internal Access departments to deliver exceptional customer experiences
# Service Improvement Plans
# Generic Issues Process – Product/Support/Billing (within and cross Division)
# Advising customers on best practice, product roadmap, and proactively monitoring and driving adoption of their Access software, features, and functionality
# Facilitation of Product/Support workshops
# Conducting periodic reviews discussing trends, sentiment, success factors, and identifying opportunities for product and service expansion

3-5 years’ experience in a Customer Success role
~ Strong commercial acumen and negotiation skills
~ Ability to translate & articulate how specific product features will assist and deliver customer success outcomes
~ Ability to champion and drive internal improvement within key supporting business units
~ Analyzing & understanding product usage data by customer or cohort/segment of customers
~

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