Customer Success Leader - ERP

Join the Access Family and see how we make software ideas become a reality!

Our core value of Love Work, Love Life, Be You' has been central to our success and so we're looking for people to join us who share our passion for making things better every day and help us continue to grow.

We are the number one UK headquartered software provider in the UK and are forecasted to grow to a global population of over 12,000 employees by 2026.

This role can be based in London or other UK locations

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:

Reporting to the Division Customer Success Director for ERP, you will lead a Subdivision Customer Success Team for our Specialised products covering Professional Services, Customer Success Management and Support, serving clients globally.

Day-to-day, you will:

- Build and lead a Customer Success team of experienced and highly capable individuals that manage customer relationships and understand their desired outcomes, technical landscapes and business goals

- Deliver measurable outcomes; in particular, driving adoption of Access products and services in a scalable and replicable fashion; ensuring customer satisfaction; and driving customer value;

- Define and optimize the customer lifecycle. Standardize and scale intervention for each point in the journey, define segmentation of the customer base and apply various other strategies

- Develop a roadmap covering regional priorities and objectives. Provide input to global customer success executives on our worldwide customer success at scale strategy

- Partner with other customer-facing organizations to develop strategies and execute plans that maximize business growth, consumption, customer retention, and account expansion

- Motivate your team to reach its full capabilities. Recognize and develop high-potential team members while upgrading talent where and when necessary

- Propagate customer success-focused thinking into all areas of the business and serve as a centre of excellence and champion of the customer

- Be a key partner to the regional sales leadership by taking ownership of business growth consumption activities post-commit.

Your skills and experiences might also include:

- 10+ years of customer-facing experience working for a b2b or b2c software company or consultancy (perhaps in the ERP space and with manufacturing customers) in Professional Services, Customer Success Management or Support

- Experience expanding SME & mid-size customer product adoption, identifying customer patterns and best practices, and developing replicable strategies for growth

- Experience in hiring, developing and leading a world-class, customer-facing team; demonstrated people management capabilities including coaching, performance management and success management to drive high levels of employee engagement

- Proven ability to execute in a customer-focused environment and advocate for customers across a cross-functional organization

- Strong reasoning & analytical skills; able to structure thinking into a logical flow and sequence that is easy for others to understand, and able to create and work with conceptual frameworks

- Crisp, compelling and practical style of organizing thoughts into writing and speech; able to communicate with all levels in an organization

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.