Premier Customer Success Manager - Hospitality Software

Premier Customer Success Manager - Hospitality Software

This role will be based 3 days a week in one of our Access Offices. We're looking for passionate individuals to join the Access family, sharing our belief in 'believing in better' and helping us grow. Our philosophy: Love Work. Love Life. Be You., is central to our success and empowers our customers to focus on what matters most.

What does Access offer you?

We provide a flexible, hybrid working environment that balances work and life while fostering a strong, team-oriented culture. We are committed to your development and will support your career growth. Alongside a competitive salary, we offer 25 days of holiday (increasing with tenure), a matched pension scheme, and a range of benefits tailored to your needs. Additionally, you can participate in a charity day to support a cause close to your heart.

About you:

As a Customer Success Manager, you will be responsible for the success of a portfolio of our most valued customers. You thrive on helping people, are customer-centric, and passionate about how software can enhance their lives and businesses. You are confident in building and maintaining effective relationships at all levels, both internally and with customers. You are solution-focused, capable of conducting reviews, providing progress reports, and demonstrating the value of Access solutions. You are commercially savvy and strategic, acting as our customers' ambassador and trusted advisor.

Day to Day responsibilities include:

1. Reporting, identifying risks and opportunities, taking appropriate action, driving continuous improvement, and maintaining communication.
2. Establishing yourself as a trusted advisor through solid relationships with key customers and stakeholders, including C-Suite executives.
3. Analyzing and resolving customer challenges promptly by engaging relevant resources and influencing outcomes.
4. Conducting periodic reviews to discuss trends, sentiment, success factors, and opportunities for expansion.
5. Generating upsell and expansion revenue through customer insights, industry knowledge, and product understanding.

Skills and experience you might have:

1. Ability to analyze and quickly resolve customer challenges, engaging the right resources and influencing outcomes.
2. Capability to handle multiple priorities under pressure.
3. Strong commercial acumen and negotiation skills.
4. Ability to articulate how product features support customer success outcomes.
5. Experience analyzing product usage data by customer or segment.

Who we are:

The Access Group is a leading UK-based provider of business management software to small and mid-sized organizations across the UK, Ireland, USA, and Asia Pacific. We serve over 100,000 customers in various sectors, helping them become more productive and efficient. Our solutions connect people with the right data at the right time through Access Workspace.

We are committed to fostering an inclusive environment where everyone can thrive. If you're excited about this role, even if your experience isn't a perfect match, you might be the right fit. We believe in equality and the transformative power of diversity. Join us and make a difference-love what you do, love how you live, and be your authentic self.