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Customer Success Manager (Team leader)

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Customer Success Manager (Team leader)

Posted 8 days ago

We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.   Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them. What does Access offer you?  We offer a flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.  On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you.   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 the Head of Customer Success Management, you will be responsible for day-to-day running of a team of CSMs. You will manage and support your team to achieve their goals, driving a focus on delivering business outcomes to our customers through the use of Access software. You will have a commercial focus and work with the team on achieving account growth targets across their portfolio, whilst improving their Access customer experience at various points throughout their journey to ensure a successful renewal. Day-to-day, you will:  You will manage a team of CSM’s to successfully deliver on key targets around account growth, retention and customer satisfaction. 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. - Develop and retain a team of high performing, highly motivated CSMs - Ensure our customers receive the best possible service and your CSMs are delivering in accordance with our CSM playbook - Ensure CSM’s are delivering against targets on account growth/Net Recurring Revenue (NRR) - Build and manage productive relationships with key stakeholder groups including our sales teams, professional services, support, operations functions, product and development Your skills and experiences might also include:   - Experience of managing teams in services organizations, 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 - Experience in growing NRR across a portfolio of customers - Passion for customers and technology - An ability to manage multiple priorities and perform effectively under pressure - A self-starter, highly organized 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 What are we all about?  The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace. At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity.   Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together.  Love Work. Love Life. Be You.