CSM Team Leader

Job Description

CSM Team Leader (Finance software)Join the Access Family and see how we make software ideas become a reality!Our core value of Love work, Love life has been central to our success and so were looking for people to join us who share our passion for making things better every day, to help us become a UK top 10 Software company.Are you ready for the challengeWhat are we all aboutAt Access we love software and how technology never stays the same. Its this obsession that drives us to work closely across sectors to understand the business needs of our customers - from professional services to manufacturing to not for profits and more. Were passionate about helping our customers stay one step ahead of the challenges facing their industry and business. Thats why over 1 million users and over 10,000 organisations rely on Access software to help their organisation thrive. At Access we believe in #CustomersForLife, our goal is to ensure we provide customers with the best possible solutions, implement them quickly and efficiently, and ensure that they continue to realise the benefits of their investment for years to come. CustomerSuccess Management is a critical part of our strategy to ensure our customers remain customers, they get maximum return on their investments and we deliver excellent customer satisfaction.About ERPERP (Enterprise Resource Planning) is one of the largest divisions in Access and provides financial, construction, warehousing, and fulfilment solutions helping thousands of customers to run their businesses successfully. About you:As a Team Leader within our Customer Success Management function you will manage a team of Customer Success Managers (CSMs) to deliver on this goal.Reporting to a Head of Customer Success Management or Team Manager, you will be responsible for day-to-day running of a team of CSMs and, depending on team size, managing a portfolio of your own customers. You will manage and support your team to achieve theirgoals in providing services to our customers and improving their Access customer experience at various points throughout their journey.About the role:The role is split in supporting and guiding your CSM team and managing you own portfolio of customers. You will provide both reactive and proactive services to our customers. Working in partnership with your peers you will engage with internal stakeholdersto deliver exceptional service and ensure customer issues are resolved quickly. You will ensure we drive a high level of customer engagement through all our channels including our digital experience, through our customer portal and webinar programmes, events, through one-to-many and one-to-few events and individual engagements both remotelyand face-to-face. Day-to-day, you will:Manage people:Develop and retain a team of high performing, highly motivated CSMsEnsure that all new team members go through structured induction Coach and support your CSMs to deliver results and the best possible serviceWork with your team members to maintain and review their employee success and personal development plans on a periodic basisSupport your team to develop their career utilising our career frameworkManage customers: Manage a portfolio of customers as defined in our CSM playbookOversee the delivery of services by your teamBuild and maintain relationships with key customersAct as a point of escalation for any issues your customers may haveWork with the CSM to continuously improve adoption, customer satisfaction and retentionBe operationally excellentEnsure our customers receive the best possible service and your CSMs are delivering in accordance with our CSM playbookEnsure our systems are used and kept up to dateDrive innovationContribute to the ongoing development of our success servicesLook for new and better ways of servicing our customersThink digital first in everything we doEncourage innovation across teamWork with internal stakeholdersBuild and manage productive relationships with key stakeholder groups including our sales teams, professional services, support, operations functions, product and developmentAs a well-rounded Team Leader your Skills and Experiences likely include: Experience of managing teams in services organisations, overseeing delivery of services such as support, configuration, training and health checksKnowledge of business processes and business applications such as HR, finance, recruitment, retail, manufacturing and distributionPassion for customers and technologyAn ability to manage multiple priorities and perform effectively under pressureA self-starter, highly organised and proactiveExperience of escalation management and solving problemsExecutive presence and an ability to build and maintain senior client relationshipsStrong written and verbal communication skillsAbility to influence othersStrong interpersonal skills, customer empathy and determination to resolve issues