Customer Success Manager

Employer: The Access Group
Domain:
  • Customer Support - Client Service
  • IT Software
  • Job type: full-time
    Job level: Manager
    Location:
  • Timisoara
  • Updated at: 03.12.2022
    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 Delivery 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

    You are passionate about Customer Success and get a kick out of resolving a customer issue. You don’t accept the basics in life and you are restless in your efforts to excel both at work and outside of work. You have experience of dealing with large numbers of customers, are analytical (comfortable with data) and a great problem solver. You excel in building relationships both with Customers and internal stakeholders. You feel at home at Access and relish the opportunity to join a small but growing team – a team with a first class reputation for Service Excellence.

    Responsibilities

    Be a valued member of the busy Customer Success team and will be based in Loughborough, reporting to the Customer Success Team Manager.

    Provide both a reactive and proactive services to our customer base.

    Work with a large number of internal stakeholders to resolve customer issues/escalations.

    Own the issue resolution ensuring you exceed customer expectations.

    Own an annual programme of Success Events and Webinars working with internal and external stakeholders (including Marketing, Product and Professional Services) to deliver additional value and enhance the customer relationship.

    Closely monitor Support cases, Community and NPS data – our Early Warning Systems raising cases and proactively liaising with customers where necessary.

    Focus on delivering service excellence through ‘human’ engagement therefore confidence and experience in speaking to a large number of Customers, some of which will be in a challenging situation is absolutely essential in this role.

    Strong interpersonal skills, customer empathy and determination to resolve issues.

    Ability to influence others (internal and external stakeholders) through persuasion, negotiation, and consensus building.

    Analytical, data and process-oriented mind-set.

    Demonstrates a desire for continuous learning and improvement.

    Enthusiastic and creative in problem solving.

    Flexible and adaptable – this is a relatively new role and will develop over time.

    Ability to work in a small team with exceptional communication skills and willingness to work with others/provide cover/support during peak demand times/holidays/sickness.

    The ability to plan, prioritise and work on several projects at once.

    The ability to quickly learn new applications and technologies.

    The ability to work autonomously and as part of a team with effective communication skills, actual and virtual.

    A willingness to use and continually develop your skill set to the benefit of yourself and your team.

    Other info

    We are a growing software company and we deliver on what we say we do! We take the development of our people very seriously! We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

    In addition to our standard benefits of 25 days holiday, a match contributory pension and healthcare you will get:  

    Private Healthcare
    Private Life Insurance
    Christmas Bonus
    Referral Bonus
    Meal Tickets
    7 Card gym membership paid by the company

    RO: Acest job este deschis si candidatilor din Ucraina;
    EN: This job is open to candidates from Ukraine;