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Customer Success Manager (People)
- Location: Loughborough
- Job Type:Permanent
Posted over 2 years ago
- Sector: Customer Success
- Expiry Date: 16 February 2022
- Job Ref: J4970
Customer Success Manager – People division
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.
People is one of the largest divisions in Access and provides HR, payroll, recruitment and digital learning solutions helping thousands of customers to run their businesses successfully.
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 35,000 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 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
- Partner with product, support, professional services and sales to ensure your customers get the best solutions and service and ensuring that issues are resolved quickly
- Ensure issues are resolved in a timely manner
- Promote the value of Success Plans to aid renewal
- Maintain up-to-date Access product knowledge and certifications
- Be a customer champion, ensuring their views are represented in the company and driving continual improvement in user satisfaction
Key Measures
- Customer satisfaction (NPS) survey response rate and score improvement
- Product / module adoption
- Product and process certification(s)
- Customer event organisation and/or delivery
- Adoption of Customer Success Portal
- Renewal management
- Net retention increase
- Churn reduction
- Success plan renewal
- Customer Advocates identified & referred
- 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
- Is structured and manages time well
- Understands objectives and their role in achieving them
- Ability to confidently communicate appropriately by phone, email and in person
- Understands fundamentals of relevant products, how they help our customers and basic product usage adoption by user or customer
- Able to run product demonstrations via webinars
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! 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
- Employee and Leadership academy
- 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!