Customer Success Team Leader

Loughborough, England, United Kingdom

12/5/2024

Customer Success Team Leader - Not for Profit & Education

**This is a short term contract role**

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. 

On top of a competitive salary, our standard 25 days holiday (which goes up the longer you're with us), and a matched pension scheme, you'll also be able to choose from a range of benefits to suit you. We're an organisation that likes to give back, so you'll also have one charity day allocated to support a cause that matters to you.    

About you: 

As a CSM Team leader in the Customer Success function 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 whilst being passionate about how software can help make our customers lives and businesses better. You will have a proven track record of being commercially focused, delivering increased Net Recurring Revenue (NRR) through retention and account growth across your teams portfolio. You will be confident building and maintaining effective relationships at all levels internally and within your customer base. You will be solution focused, and will drive a customer outcome mindset across your team focusing on customer goals and verified outcomes.

Day-to-day, you will:

• Create a team of trusted advisors by building, nurturing and maintaining solid relationships with key customers and stakeholders (including C-Suite)
• Be responsible for the service provided to a segment of our NPE customers, supported by a team of CSMs
• Act as an escalation point for your teams customers and drive resolution of issue through the business.
• Build strategies that enable and support the team to deliver on the agreed targets around
oNRR & GRR
oFlexpoints consumption
oServices Orders
oCustomer advocacy
oProduct adoption


Your skills and experiences might also include:  

• Experience of how Access' CSM operating model enables us to achieve our objectives (for mat leave cover)
• Ability to analyse and move quickly to resolve customer challenges, engaging all of the appropriate resources and influencing appropriately to achieve goals
• Ability to help a team develop collectively based on CSM industry best practice to continually achieve and exceed targets whilst also developing individuals based on their career goals/aspirations
• The expertise to deal with multiple conflicting priorities under pressure

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? Let's make a difference together.

Love Work. Love Life. Be You.