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CSL/Operational Director LEGAL

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CSL/Operational Director LEGAL

Posted over 3 years ago

Join the Access Family and see how we make software ideas become a reality!

Our core value of ‘Love work, Love life’ 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, to help us become a UK top 10 Software company driven through adoption of the Access Workspace platform.

Are you ready for the challenge?

 

Customer Success Director, legal division

 

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 professional services to manufacturing to not for profits and more.

We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business. That's why over 1 million users and over 35,000 organisations rely on Access software to help their organisation thrive.

 

Our Customer Success Vision

 

Our Customer Success teams are an army of certified experts, who own and manage the customer throughout their lifecycle, working cross-functionally across the company to accelerate our customers’ success. We build assets that can be used throughout the lifecycle which empower customers to succeed. We leverage the best of digital, social, communities, knowledge, webinars & events and other self-service tools to help our customer succeed with our software.  We are a Hot Bed for talent and Peak Performers.

 

The Role

 Customer Success and Operational excellence is absolutely vital to our long-term growth and profitability. Our success is dependent on the success of our Customers.  We must ensure they receive massive value from our products and services. As such, we need a Senior person to own and drive success for our customers, executing against the Value Creation Plan (VCP).

As a Customer Success and Operational Lead you will manage a portfolio of customers as well as managing the Professional Services, Support and Customer Success Management teams. You will be aligned to the legal division and be accountable for the overall success of customers in that division, with extreme focus on value creation.

This role includes responsibilities for Customer Success activities, namely:

  • Providing and adding the right Consulting services and packages
  • Delivery/on-boarding
  • Support, services definitions, software adoption, advocacy and retention

Measure by outcomes associated with C-Sat, NPS, PS revenue and margin, Success Product ARR, Customer renewals and upsell growth.

Responsibilities:

Responsible to run and transform your area of the business aligned to the Customer Success Value Creation plan.

Customer Success VCP Key Measures

  1. Services: Operationalise Services catalogues and ramp Self Gen Services/Services only revenue
  2. Success plans:  Increase New Business and Account Management premier attach
  3. Success plans: Execute an auto attach program on customer base
  4. People: Understand and act on our employee survey, hire from within and promote career development
  5. Customers: Drive NPS – Support, 9 and 10’s, etc
  6. Customer: 50% + Flights paths attach rate and rapid execution
  7. Manage cost to serve acutely
  8. Early Warning System Target Accounts/Churn: land and drive customer engagements / CTS

 

The Person

 Qualifications & Experience

  • Bachelor’s degree from an accredited institution in business administration or related field or equivalent experience
  • Experience running a P&L in a software-based company specialising in Software for the Legal profession, total responsibility for revenue and expense management
  • Post-merger integration experience would be highly advantageous
  • Have proven and demonstrable services and support experience
  • Experience of the transformation dynamics within the legal sector is necessary
  • Perceived market leadership status and recognized as such within the legal software industry
  • Frugal approach and comfortable growing things on a profitable basis

 

Leadership & Management Behavioural Competencies

  • Display exceptional leadership and influencing skills
  • Experience leading and scaling a large organisation in the legal software sector
  • Display exceptional, proven creativity in marketing strategies and campaigns
  • Be very knowledgeable on market trends, the competitive landscape and development in the legal software technology industry globally
  • Present as purposeful, articulate and confident
  • Be an inspiring leader of people and natural mentor and coach to more junior employees

Personal Characteristics

  • Strong intellect and high numeracy.
  • Excellent time-management skills to prioritise actions in a fast-moving environment (“Done today better than perfect tomorrow”).
  • Concise and focused communication style (written and verbal).
  • Able to have immediate credibility with peers at board level (not having to grow into the role).
  • Unquestioned integrity, good leadership skills, a focused but open management style, superior communication skills
  • Ability to make decisions in complex and ambiguous situations
  • Flexibility to adapt to changing priorities, and the ability to successfully multi-task

 

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 serious. We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

In addition to our standard benefits of 25 days holiday, a match contributory pension and healthcare you will get:  

  • A Competitive Salary
  • Giving Back/Charity days
  • Quarterly Socials
  • 6 weeks Sabbaticals (after 6 years of service)
  • The Access Group Big Break: our all-expenses paid holiday to Spain

 

 

Become part of our amazing Access family!