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Automation Delivery and Success Manager

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Automation Delivery and Success Manager

Posted 2 months ago

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 Hospitality sector, to Manufacturing industry, to Not for Profit’s to Construction, 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 80,000 customers to have the freedom to do more. The role: As the Automation Delivery & Success Manager, you will work closely with key stakeholders to drive the implementation & adoption of digital customer success software across the business. Our aim is to implement Intercom (and other similar tools) across all appropriate products in our portfolio. You will become a company expert in CS automation, supporting other digital initiatives company-wide with content automation & quality, for example product adoption and cross-sell, working with divisions & products to maximise their opportunities & impact in products that have gone live. This role will be central to the success of that programme. The ideal candidate will have experience in delivering customer success automation software, building processes & managing complex & technical projects.   Day-to-day, you will: • Oversee multiple projects – manage the implementation of Intercom across products & divisions, ensuring that all projects are on track. • Solve problems - unblock product, CS & technical questions around implementation, finding creative solutions and work arounds for various problems. • Drive quality content – contribute to digital adoption playbook to ensure high standards are met across the business and drive Intercom best practices. • Analyse performance metrics – monitor KPIs for products on the digital adoption programme & create strategies to keep things on track. • Design customer journeys – work with teams to map customer journeys & translate into digital workflows. • Innovate – remain curious about what our future opportunities are with digital customer success tools. • Support internal stakeholders – work with divisional Digital CS Leads (new roles) to ensure they are able to onboard their teams & work effectively with Intercom. • Build digital strategies – work with digital CS leadership team to translate ideas into action. As a well-rounded Automation Delivery & Success Manager your Skills and Experiences likely include: • Strong Customer Success automation software subject matter expertise ideally obtained within a large software/Tech organisation • Experience integrating tools to ensure platforms are synced up. • Fine-tuned project management skills, being comfortable managing multiple projects & priorities. • Working with product & engineering teams to scope technical requirements for implementation. • Collaborating with teams to develop solutions and sharing practices across the business. • Excellent verbal, written, and presentation skills, adapting for technical & non-technical audiences. • Documenting complex processes & building project implementation plans to operationalise programmes. • Comfortability with Microsoft office applications, google analytics including ability to analyse data and create easy to use templates • Working in a large, complex organization with extensive stakeholder management experience 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 a competitive salary, our standard 25 days holiday (which goes up 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 gives back 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 love to 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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