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CSM Team Leader

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CSM Team Leader

Posted 11 days ago

CSM Team Leader (Finance software)


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.


Are you ready for the challenge?

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 10,000 organisations rely on Access software to help their organisation thrive. 
At Access we believe in #CustomersForLife, our goal is to ensure we provide customers with the best possible solutions, implement them quickly and efficiently, and ensure that they continue to realise the benefits of their investment for years to come. Customer Success Management is a critical part of our strategy to ensure our customers remain customers, they get maximum return on their investments and we deliver excellent customer satisfaction.


About ERP

ERP (Enterprise Resource Planning) is one of the largest divisions in Access and provides financial, construction, warehousing, and fulfilment solutions helping thousands of customers to run their businesses successfully. 


About you:

As a Team Leader within our Customer Success Management function you will manage a team of Customer Success Managers (CSMs) to deliver on this goal.
Reporting to a Head of Customer Success Management or Team Manager, you will be responsible for day-to-day running of a team of CSMs and, depending on team size, managing a portfolio of your own customers. You will manage and support your team to achieve their goals in  providing services to our customers and improving their Access customer experience at various points throughout their journey.


About the role:

The role is split in supporting and guiding your CSM team and managing you own portfolio of customers. You will provide both reactive and proactive services to our customers. Working in partnership with your peers you will engage with internal stakeholders to deliver exceptional service and ensure customer issues are resolved quickly. 


You will ensure we drive a high level of customer engagement through all our channels including our digital experience, through our customer portal and webinar programmes, events, through one-to-many and one-to-few events and individual engagements both remotely and face-to-face. 

Day-to-day, you will:


Manage people:

  • Develop and retain a team of high performing, highly motivated CSMs
  • Ensure that all new team members go through structured induction 
  • Coach and support your CSMs to deliver results and the best possible service
  • Work with your team members to maintain and review their employee success and personal development plans on a periodic basis
  • Support your team to develop their career utilising our career framework


Manage customers: 

  • Manage a portfolio of customers as defined in our CSM playbook
  • Oversee the delivery of services by your team
  • Build and maintain relationships with key customers
  • Act as a point of escalation for any issues your customers may have
  • Work with  the CSM to continuously improve adoption, customer satisfaction and retention
  • Be operationally excellent
  • Ensure our customers receive the best possible service and your CSMs are delivering in accordance with our CSM playbook
  • Ensure our systems are used and kept up to date
  • Drive innovation
  • Contribute to the ongoing development of our success services
  • Look for new and better ways of servicing our customers
  • Think digital first in everything we do
  • Encourage innovation across team
  • Work with internal stakeholders
  • Build and manage productive relationships with key stakeholder groups including our sales teams, professional services, support, operations functions, product and development


As a well-rounded Team Leader your Skills and Experiences likely include: 

  • Experience of managing teams in services organisations, overseeing delivery of services such as support, configuration, training and health checks
  • Knowledge of business processes and business applications such as HR, finance, recruitment, retail, manufacturing and distribution
  • Passion for customers and technology
  • An ability to manage multiple priorities and perform effectively under pressure
  • A self-starter, highly organised and proactive
  • Experience of escalation management and solving problems
  • Executive presence and an ability to build and maintain senior client relationships
  • Strong written and verbal communication skills
  • Ability to influence others
Strong interpersonal skills, customer empathy and determination to resolve issues