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Delivery and Customer Director
Delivery and Customer Director
- Job Type:Permanent
Posted 28 days ago
- Sector: Customer Success
- Expiry Date: 04 June 2023
- Job Ref: J9104
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. This is an excellent opportunity to accelerate your career through a progression IT Company with a proven record of growth, investment and stability.
Our Customer Success Vision
Our Customer Success teams are an army of certified experts, who own and manage the customer throughout their lifecycle, working cross-functionally across the company to accelerate our customers’ success. We build assets that can be used throughout the lifecycle which empower customers to succeed. We leverage the best of digital, social, communities, knowledge, webinars & events and other self-service tools to help our customer succeed with our software. We are a Hot Bed for talent and Peak Performers.
The Role
Customer Success Delivery is absolutely vital to our long-term growth and profitability. Our success is dependent on the success of our Customers. We must ensure they are receiving massive value from our products and services. As such, we need a Senior person to own delivery of software solutions for our customers.
As a Delivery and Customer Director you will be responsible for ensuring the successful delivery of software solutions across our entire customer base. Whilst you will directly manage a team of consulting and technical professionals, you will also work closely with our Centres of Excellence to ensure that we are setting customers up for success from the outset, and expediting time to value across multiple product sets, using the most appropriate delivery vehicle for an efficient and effective delivery. You will establish best practices and methodologies to arrive at the desired outcomes, whilst ensuring a best-in-class customer experience. You will be aligned to a single division and be accountable for the overall success of Delivery in that division, with extreme focus on Revenue, Margin and NPS.
Responsible for the Divisional Services P&L, together with other operational measures including NPS and productivity metrics
Responsibilities:
Responsible to run and transform your area of the business aligned to the Customer Success Value Creation plan
Key Measures
P&L:
Manage Services P&L, including revenue, margin and cost budgets
Deliver stand-alone services revenue target - operationalising Services catalogues and ramping Self Gen Services/Services only revenue.
Develop and drive service offerings through our ARR models maximising recurring revenue Operational Efficiency
Optimise productivity by executing a strategy of cross/up skilling
Focus on customer value add activity, shifting/eliminating non-value add work
Build delivery methodologies to ensure consistency and efficiency across all teams
Create governance around time recording, utilisation and free of charge work
Leverage use of our Centres of Excellence to drive scalable delivery across our SMB/Mid-Market customer base
Customer Experience:
Be a strong influencer of the product and development teams - influencing new development/product enhancement and ensuring robust release processes
Define customer GTM for services – developing solution packages that meet the ever-changing needs of customers
Work with onboarding and support teams to optimise the customer experience
Drive NPS – ensuring the correct service offerings are in place to ensure successful deployment and drive customer adoption
Integrate acquired businesses ensuring a streamlined experience for the customer as we align to Access’ processes
People:
Understand and act on Peakon (Employee Engagement) feedback to drive high levels of engagement across the team
Create development plans for team members ensuring individuals meet their growth goals and there is robust succession planning for all key roles
The Person
Qualifications & Experience
Highly experienced CS leader with a strong commercial background gained from 10 years+ running a services organisation
Strong customer focus and experienced in manging escalations
Bachelor’s degree from an accredited institution
Financial fluency – accustomed to managing financial targets and metrics (experience of managing services revenue of £10m+ is preferred)
Experience of working in a high change environment, ideally in a large to medium organisation
Experience of scaling up teams to meet the demands of business growing at 40%+ per year
Strong technical understanding of software solutions and integrations
Post-merger integration experience would be advantageous
Finance, warehousing or manufacturing systems experience an advantage
Leadership & Management Behavioural Competencies
Dynamic leader with the experience and capability of taking on broader leadership roles in the future
Creative thinker with a track record of building and transforming teams in a high growth environment, and evolving mechanisms as appropriate
Exceptional leadership and influencing skills, experience of managing teams of 40+ is required
Present as purposeful, articulate and confident
Be an inspiring leader of people and natural mentor and coach to more junior employees
Personal Characteristics
Unquestioned integrity, good leadership skills, a focused but open management style, superior communication skills (written and verbal)
Able to have immediate credibility with peers and next level up (not having to grow into the role).
Ability to make decisions in complex and ambiguous situations, balancing profitability with customer needs
Commercially astute and able to negotiate with customers on both scope and price
Flexibility to adapt to changing priorities, and the ability to successfully multi-task
Accustomed to working in a fast-moving high growth environment