Customer Success Team Lead

Join to apply for the Customer Success Team Lead role at The Access Group.

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 blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. 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 wellbeing days taking you to 25 days leave a year and a health contribution, 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 three charity days allocated to support a cause that matters to you.

About you:

Accountable to lead a team of Customer Success Managers (CSMs) while ensuring that our customers achieve their desired outcomes. You'll oversee customer onboarding, engagement, retention, and expansion, acting as a bridge between customers and internal teams to empower both customers and your team for long-term success.

Day-to-day, you will:

• Manage and mentor a team of Customer Success Managers (CSMs), providing guidance and support.
• Provide both 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.

Your skills and experiences might also include:

• 5 years' and above experience as a Customer Success Manager or related client-facing roles.
• Strong interpersonal skills, communication competency, 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 mindset.
• Demonstrate 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.
• Equipped with Financial domain expertise or experience (i.e. a degree in accounting) is a strong plus.

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.

Mid-Senior level

Full-time

Consulting and Customer Service

Information Services and IT Services and IT Consulting