Customer Success Manager

1 month ago

Loughborough, United Kingdom The Access Group Full time

**Customer Success Manager**
Join the Access Family and see how we make software ideas become a reality
Our core value of Love Work, Love Life, Be You' has been central to our success and so we're looking for people to join us who share our passion for making things better every day and help us continue to grow.
We are the number one UK headquartered software provider in the UK and are forecasted to grow to a global population of over 12,000 employees by 2026.
What are we all about?
At Access, we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from the Healthcare, to Education, to Not for Profit's to Hospitalityproviders, and many more.
We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 60,000 customers to have the freedom to do more.
**About ERP**:
ERP (Enterprise Resource Planning) is one of the largest divisions in Access and provides construction, warehousing, and fulfilment solutions helping thousands of customers to run their businesses successfully.
**About you**:
As a Customer Success Manager (CSM) 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 whilst being passionate about how software can help make our customers livesand businesses better. You will be confident building and maintaining effective relationships allowing you to establish yourself as a trusted advisor. You will be solution focused, with the ability to conduct periodic reviews, provide regular progress reportsand demonstrate the value of Access solutions.
**Day-to-day, you will**:

- Onboard customers to their Premier Customer Success Plan
- Have a strong awareness of your customers journey and how a CSM serves to strategically advise customers toward agreed upon goals
- Working with your customers to develop and maintain a success plan, aimed at helping them get the most return possible out of their investment in our software.
- Maintain a Success Action Plan with your customers driving adoption of new products and features and ensuring customers are getting business value
- Advise your customers on how to get the best out of their Access solutions
- Undertake periodic reviews with stakeholders to track progress towards their organisational goals, demonstrate impact and celebrate successes.
- Take ownership of escalations whilst proactively managing customers and stakeholders' expectations. Analysis of support cases, ensuring root causes are addressed and actioned
- Proactive management of customers at risk, issues and actions resulting in returning customer to business as usual. Creating and owning treatment plans where necessary.
- Recommend and coordinate the delivery of additional value-added services
- Positive engagement with key stakeholders during our annual NPS survey
- Contribute to the development of our proactive service portfolio
- Maintain up-to-date Access product knowledge and certifications
**Your skills and experiences might include**:

- Experience in a Customer Success role
- Ability to anticipate customer needs and act accordingly
- Coaching of others on customer service
- Development of more efficient ways of working & sharing of best practice
- Ability to deal with multiple conflicting priorities
- Understanding of our customers business
- Able to communicate how specific product features will assist customer success outcomes
- Understand product usage data by customer or cohort/segment of customer
- Understands industry market trends
- Able to deliver presentations to internal/external audiences both face-to-face and via webinars
- Able to convey difficult messages
- Easily builds rapport with customers ensuring the reduction of churn
- Understands and interprets reports and scorecards
**What does Access offer you?**
We are a growing software company, and we deliver on what we say we do We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.
On top of an attractive salary, our standard 25 days holiday (which increases the longer you're with us), and a matched pension scheme you'll also be able to choose from a range of benefits to suit you. We pride ourselves on being an organisation that givesback so you'll also have a charity day you can take to support something that matters to you.
At Access we're all about helping everyone Love Work and Love Life. Why? Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn't match perfectly, we'd still loveto hear from you. You might just be who we are looking for.
We love the fact that we're all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it's just more fun
What's holding you back? Come and be part of our Amazing Access Family
Love Work. Love Life. Be You.

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