Customer Success Manager - Health, Support and Care

Job Description

** Please note this role can be homebased anywhere in the UK **Customer Success Manager (Health, Support and Care) 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 achieve 2 million users of the Access Workspace platform.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. Division:HSC (Health, Support and 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 helpsour customers with rostering, care planning, medication management, compliance and training for their care staffAbout you:You are passionate about Customer Success and get a kick out of resolving a customer issue. You dont accept the basics in life and you are restless in your efforts to excel both at work and outside of work. You have experience of dealing with large numbersof customers, are analytical (comfortable with data) and a great problem solver. You excel in building relationships both with Customers and internal stakeholders. You feel at home at Access and relish the opportunity to join a small but growing team - a teamwith a first class reputation for Service ExcellenceDay-to-day, you will: Be a valued member of the busy Customer Success team and will be based in Loughborough, reporting to the Customer Success Team Manager. Provide both a 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 roleAs a well-rounded CSM, your Skills and Experiences likely include: Strong interpersonal skills, 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 mind-set Demonstrates 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.What 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 Salary Giving Back/Charity days Quarterly Socials 6 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!At Access were all about helping everyone Love Work and Love Life because we believe people can only be at their best when they can be themselves, love what they do and do what they love.We love the fact that were all different. Having more diverse perspectives at work improves how we run our business, helps us support our customers, and when you think about it, its just more fun. So, no matter what makes you individual, as long as yourequalified, we cant wait for your application.