Customer Success Manager - Health and Social Care

Job Description

Customer Success Manager Health, Support and CareJoin 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 35,000 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 Health, Support and CareHealth and Social Care is one of the largest divisions in Access and supports thousands of customers by helping them run safe, effective and successful care businesses within the Community, Local Authority and Residential settings. Our software helps our customerswith rostering, care planning, medication management, compliance and training for their care staff About the role:As a Customer Success Manager (CSM) you will be accountable for the success of a large portfolio of customers. Your goal will be to oversee your customers, ensure they get the very best from their Access solutions and continuously improve their customer healthand satisfaction. Aligned to one of our divisions you will develop a broad understanding of our customers, our products and over time become an expert in one or more Access products. Not only will you work with your customers but also the rest of the divisionand support your peers.Key Responsibilities:Welcoming and onboarding customers to their Customer Success PlanDesigning, planning, delivering, and communicating adoption content (including webinars, events, videos or written content).Assist in the planning and delivery of other on-site and on-line eventsImproving customer satisfactionMonitor and react to customer indicators to improve customer health and product adoptionDrive customer engagement of the Customer Success PortalResponsible for monitoring ongoing customer health and value realization of your portfolio of customers, acting as the interface into The Access Group products to help remove roadblocks throughout the customer journeyManage customer relationships with a portfolio of customersWork across departments to identify solutions and services to solve customers business challengesCore CompetenciesSome experience in a customer facing or customer service roleResponding to customers in a timely mannerAdapts personal service to customer feedbackDemonstrates empathy in communicationUnderstands and adopts importance of closed loop processSeeks help from more experienced team members to assist with developing more efficient ways of workingSeeks out best practiceWhat does Access offer youWe are a growing software company and we deliver on what we say we do! We take the development of our people very seriously! We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.In addition to our standard benefits of 25 days holiday, a match contributory pension and healthcare you will get: A Competitive SalaryEmployee and Leadership academyGiving Back/Charity daysQuarterly Socials6 weeks Sabbaticals (after 6 years of service)The Access Group Big Break: our all-expenses paid holiday to SpainBecome part of our amazing Access family!