Customer Success Manager

Posted 17 September 2024 - LocationHo Chi Minh City - Job type Permanent - Discipline Customer Success - ReferenceJ13013 **Job description**: CUSTOMER SUCCESS MANAGER We're looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow. Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them. What does Access offer you? We offer a flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. We deliver on what we say, taking the development of our people seriously. We'll work with you to progress your success plan and provide opportunities to accelerate your career. On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you'll also be able to choose from a range of benefits to suit you. We're an organisation that likes to give back, so you'll also have three charity days allocated to support a cause that matters to you. About you You are passionate about Customer Success and get a kick out of resolving a customer issues. You don't 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 numbers of customers, are analytical (comfortable with data) and a great problem solver. You thrive off building relationships both with Customers and internal stakeholders. As a Customer Success Manager, you will be responsible for the care of your own portfolio, ensuring the successful onboarding of new Access customers, managing the expansion and renewal of our customer base as well as being a trusted advisor on the best Vinny practices. Successful team members are hands-on, have a high level of ownership, and are obsessed with giving our customers the best experience possible with prompt replies and solutions that work. This is an exciting career opportunity at a dynamic hyper-growth stage scale-up where your contribution is directly visible at the company level. Your 12-month journey The first 1-2 months you will spend focusing on learning everything there is to know about the product: understand the product, our processes, the teams, the customers and more. You will be working closely together with the other team members and will have contributed to the success of your first 2 or 3 customers After 2 months, you will have taken responsibility for and ownership of your own portfolio, taken further steps in delivering Customer Success initiatives to Access's customers. After 3 months, your impact on your portfolio will be evident through various tracked metrics. This includes, but is not limited to, churn percentages, churn prevention, customer advocacy initiatives, and feedback from your colleagues and wider teams. After 1 year you will have mastered how to keep customers happy by ensuring they get full value from their product. You will have negotiated contracts, carried out some "account audits, developed a deep understanding of our customers' needs and had a huge impact in onboarding more happy customers. Day-to-day, you will: - Manage 70-100 mid-market customers to help them reach hiring objectives. - Deliver dedicated and engaging platform training to all customers using various methodologies. - Analyze customer data to enhance satisfaction, adoption, retention, and reduce churn. - Support Sales in generating leads and opportunities for product or module upsells. Your skills and experiences might also include: - 1-3 years in Customer Success or Account Management at a tech/SaaS company, confident with new software and tech environments. - Strong interpersonal skills, passion for excellent customer experiences, and experience managing high-touch, mid-market accounts. - Entrepreneurial mindset with the ability to identify and drive commercial opportunities; recruitment agency experience is a plus. - Empathetic, persuasive, proactive, and adaptable, with effective communication skills and a talent for building relationships. What are we all about? The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace. At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us We wholeheartedly believe in equality for all and the transformative power of diversity. Why not join our vibrant team where you can love