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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 Customer Success Manager (CSM) you will be accountable for the success of a portfolio of our most valued customers. You will get a buzz from helping people, you’ll be customer centric whilst being passionate about how software can help make our customers lives and businesses better. You will be confident building and maintaining effective relationships at all levels internally and within your customer base. You will be solution focused, with the ability to conduct periodic reviews, provide regular progress reports and demonstrate the value of Access solutions. You will be commercially savvy and strategically informed, establishing and underpinning your role as our Customers’ Ambassador internally and Trusted Advisor to our Customers.
Day-to-day, you will be:
o Ensuring contractual adherence to our CSPs
oReporting / Identifying Risks & Opportunities / Taking appropriate action / Driving continuous improvement / Communications & Updates
o Using telemetry data to monitor and improve usage in your portfolio
oEstablishing yourself as a trusted advisor by creating, nurturing, and maintaining solid relationships with key customer and stakeholders oEngagement model across all customers - aligned with Sales, Support & PS
oResponsible for successful adoption of Access solutions by our customers; leading to retention, renewal, expansion, satisfaction, advocacy, and reference ability.
o Churn management
o Renewals, upsell and cross sell.
o Influence and drive internal Access departments to deliver exceptional customer experiences.
oService Improvement Plans
oGeneric Issues Process – Product/Support/Billing (within and cross Division)
oNPS in collaboration with internal teams
oCustomer advocacy including trust pilot reviews, testimonials, and reaching out to customers to provide case studies.
oGeneration of upsells and expansion revenue through a combination of customer insights, industry, and product knowledge.
o CSM Self Gen Opps
o Advising customers on best practice, product roadmap and proactively monitoring and driving adoption of their Access software, features and functionality.
o Webinars
o Facilitation of Product/Support workshops
o Creating and maintaining digital resources
oConducting periodic reviews discussing trends, sentiment and success factors as well as identifying opportunities for product and service expansion
Your skills and experiences might include:
o 3-5 years’ experience in a customer facing role.
o Ability to analyse and move quickly to resolve customer challenges, engaging all of the appropriate resources and influencing appropriately to achieve goals.
o The expertise to deal with multiple conflicting priorities under pressure.
o Understanding our business, that of our customers business and industry & market trends
o Strong commercial acumen and negotiation skills
o The ability to translate & articulate how specific product features will assist and deliver customer success outcomes.
o The ability to champion and drive internal improvement within key supporting business units.
o Analysing & understanding product usage data by customer or cohort/segment of customer
o Confidence to professionally deliver presentations to internal/external audiences both face-to-face and via webinars.
o Ability to articulate challenging messages and being able to effectively navigate and mediate conflict.
o The ability to build rapport with multiple customer stakeholders (including C-Suite) ensuring strategic and operational alignment.
o Experience in CSM role in similar market would be advantageous.
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.
Customer Success Manager - Unleashed
- Location: Kuala Lumpur
- Job Type:Permanent
Posted 3 months ago
- Sector: Customer Success
- Expiry Date: 16 June 2024
- Job Ref: J11767