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Automation Delivery and Success Manager

2 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia The Access Group Full time
About the Role

We're seeking a highly skilled Automation Delivery and Success Manager to join our team at The Access Group. As a key member of our organization, you will play a critical role in driving the implementation and adoption of digital customer success software across our business.

Key Responsibilities
  1. Oversee the implementation of Intercom across products and divisions, ensuring all projects are on track.
  2. Solve complex problems and unblock technical questions around implementation, finding creative solutions and workarounds.
  3. Drive quality content and contribute to digital adoption playbooks to ensure high standards are met across the business.
  4. Analyze performance metrics and create strategies to keep projects on track.
  5. Design customer journeys and work with teams to map customer experiences into digital workflows.
  6. Innovate and remain curious about future opportunities with digital customer success tools.
  7. Support internal stakeholders and work with divisional Digital CS Leads to ensure they can onboard their teams effectively.
  8. Build digital strategies and work with the digital CS leadership team to translate ideas into action.
Requirements
  1. Strong customer success automation software subject matter expertise, ideally obtained within a large software or tech organization.
  2. Experience integrating tools to ensure platforms are synced up.
  3. Fine-tuned project management skills, comfortable managing multiple projects and priorities.
  4. Working with product and engineering teams to scope technical requirements for implementation.
  5. Collaborating with teams to develop solutions and sharing practices across the business.
  6. Excellent verbal, written, and presentation skills, adapting for technical and non-technical audiences.
  7. Documenting complex processes and building project implementation plans to operationalize programs.
  8. Comfortability with Microsoft Office applications and Google Analytics, including ability to analyze data and create easy-to-use templates.
About The Access Group

The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organizations in the UK, Ireland, USA, and Asia Pacific. We help over 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.

We are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role and believe in equality for all, you might just be the perfect fit for us. Let's make a difference together.