Customer Success Team Leader (Recruitment Software)

Posted on Apr 26, 2022 by Access Group

London, United Kingdom
Immediate Start
£35k - £45k Annual

What are we all about?

At Access we love software and how technology never stays the same. We're one of the leading providers of business management software to UK, Ireland and Asia Pacific small and mid-market organisations. It helps more than 55,000 customers across commercial, public sector and not-for-profit sectors become more productive and efficient. Its innovative Access Workspace cloud solutions transform the way business software is used, giving every employee the freedom to do more. Founded in 1991, The Access Group employs more than 4,700 staff.

We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business.

About You:

Do you have a couple of years agency recruitment experience and have found yourself gravitating towards account growth and customer success responsibilities?

Is new business development just not your thing, but you enjoy collaborating with customers?

Are you interested in future proofing your skillset and career by getting into the booming #RecTec industry?

This is probably your perfect role.

Managing our enterprise EMEA customers from our London office you will be responsible for the care of your own portfolio, ensuring the successful onboarding of new Vincere customers, managing the training and implementation of our European customer base, as well as becoming a trusted advisor on the best Vincere practices.

Successful team members are hands-on and have a high level of ownership. We're 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 stage in our company's growth, where your contribution is directly visible.

Your Responsibilities

1 - Customer Success (60%):
●Act as the primary point of contact throughout the customer lifecycle to our EMEA customer base (in virtual chat, meetings, or web conferencing).
●Managing a small team of Customer Success Executives
●Manage customer queries and resolve issues in a timely manner.
●Help customers understand how Vincere works and troubleshoot any issues.
●Analyse customer data to assess system usage. Use this information to drive positive NPS scores, generate revenue, and increase customer retention across our markets.

2 - Training / Implementation (30%):
●Take responsibility for the client from the end of the sales cycle and guide them through the onboarding / implementation process.
●Act as the primary point of contact for clients throughout the implementation process and manage expectations and time frames.
●Liaise with internal stakeholders on data migration activities, finance, and integrations to ensure a seamless process for clients.

3 - Innovation & Collaboration (10%):
●Work closely with Product, Sales and Marketing teams to be the voice of the customer for future product roadmaps and upgrades.

Skills and Experience:

●Experience in Customer Engagement, Training or Account Management roles at a tech/SaaS company.
●Expereince managing a small team of Customer Success Executives
●Confident in a tech environment and comfortable with new software.
●Strong interpersonal skills and a passion for consistently providing a great customer experience.
●Experience managing a book of high-touch, mid-market accounts.
●An entrepreneur at heart - you enjoy working as part of a small team, rapidly iterating on strategy, and getting your hands dirty to build something great.
●Ability to identify and drive commercial opportunities. A staffing agency background is beneficial but not essential.
●You're empathetic and persuasive, with a strong mix of emotional intelligence and business savviness.
●Ability to identify and drive commercial opportunities. A staffing agency background is beneficial but not essential.

What does Access offer you?

We 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 Spain

Reference: 1577200587

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