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    Lead Director - Loughborough, Leicestershire, United Kingdom - The Access Group

    The Access Group
    The Access Group Loughborough, Leicestershire, United Kingdom

    3 weeks ago

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    Description
    About Us 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.

    Customer Success Leader - Not for Profit & Education
    Access is seeking an exceptional Customer Success visionary with a strong demonstrable track record in post-sales leadership.

    You will have led the inception and global delivery of new high-volume Customer Success products and services, that not only exceed revenue and margin goals but also elevate customer experiences.

    Accelerating and digitizing their on-boarding, improving their software adoption, and supporting their on-going growth needs, leading to seamless renewals.

    Accelerating and digitizing their on-boarding, improving their software adoption, and supporting their on-going growth needs, leading to seamless renewals.

    Outside of acquisitions, the Customer Success Services Portfolio is the fastest growing segment within Access and this role will play a central part in continuing this momentum.

    We are looking for a passionate and knowledgeable individual with a deep understanding of the education and/or non-profit sectors, coupled with experience in software services delivery, Customer Success and Professional Services.

    Drive utilisation across Professional Services Consultants and CSMs and a commercial mindset that drives outcome led conversations with customers around how Access cross and up sell into the install base.


    • Drive scalable digital transformation that enables customers to self-serve, achieve their outcomes and solve their problems in an optimal way with a world-class customer experience.
    • Utilize customer feedback, data analytics, and market research to gain deep insights into customer needs, preferences, and pain points. Ensure alignment across Customer Success individual contributor (IC) team members and leadership at all levels have meaningful targets, measures and bonuses/variable pay that drives the right behaviours and results.
    • Develop escalation processes and monitor customer service performance to ensure prompt issue resolution and support achieving customer outcomes.
    • Manage and oversee relevant metrics, processes, and goals to optimize performance and accountability.
    • Customer centric, experienced business leader with a high degree of commercial and business acumen in a B2B SaaS environment.
    • You are a confident, clear, and warm communicator with a flexible and constructive approach to customers, cross-functional teams, and executive leadership.
    • Strong analytical and quantitative skills, with experience in data analysis and reporting.

    We 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.

    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 pride ourselves on being an organisation that gives back so you'll also have a charity day you can take to support something that matters to you.

    At Access we're all about helping everyone Love Work and Love Life. 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, it's just more fun
  • The Access Group

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    3 weeks ago

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    Customer Success Leader - Not for Profit & EducationAccess are seeking an exceptional Customer Success visionary with a strong demonstrable track record in post-sales leadership. You will have led the inception and global delivery of new high-volume Customer Success products and ...

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