Standard Customer Success Manager

Short company description

The Access Group is one of the leading providers of business management software to small and mid-sized organizations in the UK, Ireland, and Asia Pacific. Over the past years, we’ve gone from almost 1,000 to 6,000 people. We help over 60,000 customers across commercial and not-for-profit sectors become more productive and efficient.
Our Global Operations Center in Romania is on a journey of continuous growth and want to engage with top talent around the country. Headquartered in Timisoara, we offer you the possibility to work remote and join our offices at your choice.
Helping everyone at Access Love work and Love life is at the heart of everything we do. It shapes how we do things and allows us to create a place where people want to be and can be at their best.
We’re passionate about our values, which guide how we all make decisions and get things done. We love to make our customers lives easier so our value to ‘Make Access better every day’ is one we’re obsessed with. From attracting the right people, helping them grow and be the best they can be, we’re helping people at Access to love what they do and be happy.

Requirements

Your skills and experiences might also include:

•2 to 4 years of experience in Customer Success or related client-facing roles, with strong interpersonal skills, customer empathy, and a knack for resolving issues.

•Ability to influence stakeholders through persuasion, negotiation, and consensus-building, with an analytical, data-driven, and process-oriented mindset.

•Demonstrates a commitment to continuous learning and improvement, enthusiastic and creative in problem-solving, and flexible and adaptable to evolving roles and responsibilities.

•Excellent communication skills, capable of working autonomously and collaboratively, with the ability to prioritize multiple projects, quickly learn new technologies, and support team members during peak times.

Responsibilities

Day-to-day, you will:

•Be a valued member of the Customer Success team, providing both reactive and proactive services to our customer base, and report to the Customer Success Team Leader.
•Work with numerous internal stakeholders to resolve customer issues and escalations, ensuring issue resolution exceeds customer expectations.
•Own and manage an annual program of Success Events and Webinars, collaborating with internal and external stakeholders to deliver additional value and enhance customer relationships.
•Monitor support cases, community feedback, and NPS data, using these early warning systems to proactively liaise with customers and ensure service excellence through confident and empathetic engagement.

Other info

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.
You will start with 25 days annual leave that increases with your seniority in the company, a private healthcare and life insurance. We pride ourselves on being an organisation that gives back so you’ll also have one charity day allocated to support a cause that matters to you. There are plenty of other perks. Apply to find out more.

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?