Outcome Strategy Lead

Job Description

Customer Success Outcome Strategy Lead*RemoteJoin 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 were 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. What 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 the Hospitality sector, to Manufacturing industry, to Not for Profitsto Construction, and many more. The RoleAt the heart of Customer Success is the ability to help our customer achieve their business outcomes through our software and services. This new Customer Success Outcome Strategy Lead will play a central and strategic role in advancing Customer Success at Access.Re-imaging the way we help our customer achieve their outcomes with the appropriate digital or personal touch. Whilst initially focusing on the Customer Success frameworks, processes and programmes to deliver an end-to-end approach for adoption journeys, delivering great customer outcomes. This role will also be pivotal in working across functions such as a Sales, Marketingand Products to provide a cross Access approach, to positioning, realising, and amplifying the business value we can provide to our customers.Key responsibilities•Define a Customer Outcome strategy that builds-on/extends the existing Access Customer Success Operating model and Services products (FlightPaths, Success Plans and FlexPoints)•Own, Design, and roll-out a compelling Customer Outcome Journeys Framework, that each division can apply to their core products (sub-markets those Product address) - driving product adoption, faster time to outcomes, and faster time to next purchase.•Work with and hold Divisions accountable for adopting Customer Outcome Journeys Framework•Define roles, content strategies and RACIs models to align Divisional Product, Customer Success roles and Central Customer Success Functions - to drive repeatable customer outcomes at scale.•Define customer messaging and sales/marketing enablement plans that embeds Customer Outcome messaging as part of our customer value proposition.Works with•Services Product Managers to prioritise and adjust their Services Product roadmaps - to align to E2E Customer Outcomes Journeys•Service Delivery teams (FlightPath CoEs, CSMs, FlexPoints Catalogue owners) to drive an E2E customer outcome journey mindset.•CS Digital Team to align on Content and Technology strategy to deliver Customer Outcomes at scale across 80+ Products.•Software Product Management leadership to align customer outcomes with product/market value propositions and north stars.•Marketing to gain broad alignment on Outcome centric messaging not just for the Customer Success Portfolio but also as part of overall marketing approach.•Acquisition Team to help embed or enhance the Customer Outcome Journeys Framework for new acquisitions.The Person•You will be a proven leader in Customer Success thinking and outcome engineering•You have strong project/programme management skills.•A passion for taking an outside-in view. Putting the customer at the centre & identifying how Access can help them be successful at all stages of their journey with our products.•An ability to maximises results from virtual (not directly managed) internal teams.•Deep Understanding of how customers realise value from software solutions•An aptitude for continuous improvement with a focus on quality and process optimisation•Relishes working in a fast-moving, dynamic environment within a very successful private equity backed business. •Results oriented with a desire to drive strategic outcomes for Access and our customers.•Adaptable, flexible, and able to work well under time pressure, in a fast paced, matrix organisation.•Emotional intelligence & resilience•The ability to build strategic relationships and work well across all levels of an organisation to inspire and influence the capacity for change.Key Measures•Products Adopting the Framework•Customer Verified Outcomes•Customer Adoption Score improvement (Metric TBC)•Time to Outcome (metric TBC)•NPS Improvements•NRR in accountsWhat 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 and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.At Access were all about helping everyone Love Work and Love Life. Why Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesnt match perfectly, wed still loveto hear from you. You might just be who we are looking for. We love the fact that were all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, its just more fun!Whats holding you back Come and be part of our Amazing Access Family! Love Work. Love Life. Be You.