Premier 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 include:

• 3-5 years’ experience in a Customer Success role
• Ability to analyse and move quickly to resolve customer challenges, engaging all of the appropriate resources and influencing appropriately to achieve goals
• The expertise to deal with multiple conflicting priorities under pressure
• Understanding our business, that of our customers business and industry & market trends
• Strong commercial acumen and negotiation skills
• The ability to translate & articulate how specific product features will assist and deliver customer success outcomes
• The ability to champion and drive internal improvement within key supporting business units
• Analysing & understanding product usage data by customer or cohort/segment of customer
• Confidence to professionally deliver presentations to internal/external audiences both face-to-face and via webinars
• Ability to articulate challenging messages and being able to effectively navigate and mediate conflict
• The ability to build rapport with multiple customer stakeholders (including C-Suite) ensuring strategic and operational alignment

Responsibilities

Day-to-day, you will be:

• Ensuring contractual adherence to our CSPs
• Reporting / Identifying Risks & Opportunities / Taking appropriate action / Driving continuous improvement / Communications & Updates
• Establishing yourself as a trusted advisor by creating, nurturing and maintaining solid relationships with key customer and stakeholders (including C-Suite)
• Responsible for successful adoption of Access solutions by our customers; leading to retention, renewal, expansion, satisfaction, advocacy and reference ability
• Churn management
• Retention/Renewals
• Influence and drive internal Access departments to deliver exceptional customer experiences
Love Work. Love Life. Be You. #WeAreAccess
• Service Improvement Plans
• Generic Issues Process – Product/Support/Billing (within and cross Division)
• NPS in collaboration with internal teams
• Generation of upsells and expansion revenue through a combination of customer insights, industry and product knowledge
• Advising customers on best practice, product roadmap and proactively monitoring and driving adoption of their Access software, features and functionality.
• Webinars
• Facilitation of Product/Support workshops
• Ability to analyse and move quickly to resolve customer challenges, engaging all of the appropriate resources and influencing appropriately to achieve goals
• Conducting periodic reviews discussing trends, sentiment and success factors as well as identifying opportunities for product and service expansion

Other info

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 the Healthcare, to Education, to Not for Profit’s to private care providers, and many more.
We're passionate about helping our customers stay one step ahead of the encounters facing their industry and business, currently helping over 75,000 customers to have the freedom to do more.
In Romania we are proud to have more than 650 tech and software business specialist working in Timisoara and around the country and we are not stopping here.

What does Access offer you?

We are a growing software company, and we deliver on what we say we do! We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.
On top of a competitive salary, our standard 25 days holiday (which goes up the longer you’re with us), you’ll receive life insurance and private medical assurance, dental discounts, International Employee Assistance Program, sport activities coverage, meal tickets and Christmas Bonus.
We pride ourselves on being an organisation that gives back so you’ll also have a charity day you can take to support something that matters to you. Work life balance is critical for us too, so for every 6 years of service you can benefit from a 6 weeks Sabbatical. In Access it pays to have friends – we have a referral bonus in place for every candidate you recommend that is not in our recruitment process or data base, you will be rewarded with a bonus after 3 months of employment.


At Access we’re all about helping everyone Love Work and Love Life. Why? Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn’t match perfectly, we’d still love to hear from you. You might just be who we are looking for.
We love the fact that we’re all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it’s just more fun!
What’s holding you back? Come and be part of our Amazing Access Family!
Love Work. Love Life. Be You.