Customer Success Manager (Team Leader)

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.

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
• 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.