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Customer Success Manager - Health and Social Care

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Customer Success Manager - Health and Social Care

Posted 6 months ago

About Health and Social Care

Health and Social Care is one of the largest divisions in Access and supports thousands of customers by helping them run safe, effective and successful care businesses within the Community, Local Authority and Residential settings. Our software helps our customers with rostering, care planning, medication management, compliance and training for their care staff  

About the role:

As a Customer Success Manager (CSM) you will be accountable for the success of a large portfolio of customers. Your goal will be to oversee your customers, ensure they get the very best from their Access solutions and continuously improve their customer health and satisfaction. Aligned to one of our divisions you will develop a broad understanding of our customers, our products and over time become an expert in one or more Access products. Not only will you work with your customers but also the rest of the division and support your peers. 

Key Responsibilities:

- Welcoming and onboarding customers to their Customer Success Plan
- Designing, planning, delivering, and communicating adoption content (including webinars, events, videos or written content)
- Assist in the planning and delivery of other on-site and on-line events
- Improving customer satisfaction
- Monitor and react to customer indicators to improve customer health and product adoption
- Drive customer engagement of the Customer Success Portal
- Responsible for monitoring ongoing customer health and value realization of your portfolio of customers, acting as the interface into The Access Group products to help remove roadblocks throughout the customer journey
- Manage customer relationships with a portfolio of customers

- Work across departments to identify solutions and services to solve customers business challenges

Core Competencies

- Some experience in a customer facing or customer service role
- Responding to customers in a timely manner
- Adapts personal service to customer feedback
- Demonstrates empathy in communication
- Understands and adopts importance of closed loop process
- Seeks help from more experienced team members to assist with developing more efficient ways of working
- Seeks out best practice