Customer Success Manager

1 month ago

Loughborough Leicestershire, United Kingdom The Access Group Full time

Premier Customer Success Manager - ERP Division The successful candidate must be able to commute to Loughborough 3 times a week

About you:

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. You will be solution-focused, conducting periodic reviews, providing progress reports, and demonstrating the value of Access solutions. Additionally, you will be commercially savvy, strategically informed, and establish yourself as our Customers' Ambassador internally and Trusted Advisor to our Customers.

Day-to-day responsibilities:
  1. Ensuring contractual adherence to our CSPs
  2. Reporting, identifying Risks & Opportunities, taking appropriate action, driving continuous improvement, communications & updates
  3. Establishing yourself as a trusted advisor by creating, nurturing, and maintaining solid relationships with key customers and stakeholders (including C-Suite)
  4. Responsible for successful adoption of Access solutions by our customers, leading to retention, renewal, expansion, satisfaction, advocacy, and reference ability
  5. Churn management
  6. Retention/Renewals
  7. Influence and drive internal Access departments to deliver exceptional customer experiences
  8. Service Improvement Plans
  9. Generic Issues Process – Product/Support/Billing (within and cross Division)
  10. NPS in collaboration with internal teams
  11. Generation of upsells and expansion revenue through a combination of customer insights, industry and product knowledge
  12. Advising customers on best practice, product roadmap, and proactively monitoring and driving adoption of their Access software, features, and functionality
  13. Webinars
  14. Facilitation of Product/Support workshops
  15. Ability to analyze and move quickly to resolve customer challenges, engaging all appropriate resources and influencing appropriately to achieve goals
  16. Conducting periodic reviews discussing trends, sentiment, success factors, and identifying opportunities for product and service expansion
Your skills and experiences might include:
  • 3-5 years’ experience in a Customer Success role
  • Ability to analyze and move quickly to resolve customer challenges, engaging all appropriate resources and influencing appropriately to achieve goals
  • Expertise in dealing with multiple conflicting priorities under pressure
  • Understanding our business, that of our customers' business, and industry & market trends
  • 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
  • Confidence to professionally deliver presentations to internal/external audiences both face-to-face and via webinars
  • Ability to articulate challenging messages and effectively navigate and mediate conflict
  • Ability to build rapport with multiple customer stakeholders (including C-Suite) ensuring strategic and operational alignment
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