Description

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 Healthcare to Education, to Not for Profit’s to Hospitality, to Construction, and many more.

We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 60,000 customers to have the freedom to do more.

About you:

As a Customer Success Manager, you will be accountable for the success of a portfolio of our most valued customers. You will get a buzz from helping people, you’ll be customer centric while being passionate about how software can help make our customers’ lives and businesses better. You will be confident building and maintaining effective relationships at all levels internally and within your customer base. You will be solution focused, with the ability to conduct periodic reviews, provide regular progress reports and demonstrate the value of Access solutions. You will be commercially savvy and strategically informed, establishing and underpinning your role as our Customers’ Ambassador internally and Trusted Advisor to our Customers.

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
• Managing churn
• Managing Retention/Renewals
• Influencing and driving internal Access departments to deliver exceptional customer experiences
• Handling Service Improvement Plans
• Overseeing Generic Issues Process – Product/Support/Billing (within and cross Division)
• Generating 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.
• Conducting webinars
• Facilitating Product/Support workshops
• Analyzing and quickly resolving customer challenges, engaging all 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

Requirements

Your skills and experiences might include:

Required:

• Minimum of 3-5 years of experience in a Customer Success role
• Ability to quickly resolve customer challenges by using appropriate resources and influence to achieve goals
• Expertise in managing multiple conflicting priorities under pressure
• Strong commercial acumen and negotiation skills
• Ability to translate and articulate how specific product features will deliver customer success outcomes
• Confidence to deliver presentations to internal and external audiences, both face-to-face and via webinars
• Ability to build rapport with multiple customer stakeholders, including C-Suite, ensuring strategic and operational alignment
• Ability to champion and drive internal improvements within key supporting business units
• Skill in analyzing and understanding product usage data by customer or customer cohort/segment
• Ability to articulate challenging messages and effectively navigate and mediate conflict

Preferred:

• Understanding of our business, our customers' businesses, and industry & market trends

Additional information: 

• Minimal, short visits to customer locations may be required on occasion

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.? 

The salary range for this position is $90,000 - $110,000 annually. Compensation may vary outside of this range depending on several factors, including a candidate’s qualifications, skills, competencies and experience, and location.

On top of a competitive salary, if you join our team, you’ll soon discover that we excel at building strong, enduring relationships, including those with our employees. On top of a competitive salary, if you join our team you’ll receive the following benefits and much, much more: 

• 22 days paid time off
• 11 company paid holidays
• Medical, dental & vision insurance
• 5% 401(k) company match
• Short-term and long-term disability insurance
• Parental leave for birthing and non-birthing parents
• Flexible work environment