Premier Customer Success Manager

The Access Group; Sydney; Hybrid; AUD 80,000 - 120,000; Full time

Benefits offered by this job

25 days leave plus wellbeing days

Health contribution

Charity days

Job summary

A leading software provider in Sydney is seeking a Premier Customer Success Manager. This hybrid role focuses on building strong customer relationships and ensuring successful adoption of solutions. The ideal candidate has 3-5 years' experience in customer success, commercial acumen, and a passion for improving customer experiences. This position offers a competitive salary and additional benefits to support work-life balance.

Qualifications

• 3-5 years in a Customer Success or Client Relationship role.
• Experience in Accountancy and understanding of the Accountancy process.
• Ability to influence outcomes and resolve customer challenges.

Responsibilities

• Ensure adherence to contractual agreements and manage risks.
• Establish trusted advisor relationships with key customers.
• Drive exceptional customer experiences and manage churn.

Skills

Customer centricity

Commercial acumen

Negotiation skills

Effective communication

Relationship building

Job description

What does Access offer you?

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. 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

As a Premier Customer Success Manager, you'll get a buzz from helping people, you'll be customer centric and passionate about how software can help make our customers' lives and businesses better.

You will be confident in building and maintaining effective relationships at all levels internally and within your customer base. You'll be solution focused, conducting periodic reviews, providing regular progress reports and demonstrate the value of our many service and learning solutions. You will be commercially savvy, strategically informed and accountable for the success of a portfolio of our most valued customers.

This hybrid role can based from our Access office in Sydney, Melbourne or Brisbane.

Day-to-day, you will be focused on:

• Ensuring adherence to contractual agreements, managing risks and opportunities, and driving continuous improvement through effective communication and updates.
• Establishing and maintaining trusted advisor relationships with key customers and stakeholders at all levels, to ensure successful adoption and retention of Access solutions.
• Driving exceptional customer experiences by influencing internal departments, managing churn, and generating upsells or cross-sells through customer insights and product knowledge - advocating for the customer and stakeholders, ensuring constant improvements to our product and service offerings.
• Conducting successful action plans, addressing generic issues, collaborating on NPS, hosting webinars, and facilitating workshops to resolve customer challenges.

Your skills and experiences might also include:

• 3-5 years of experience in a Customer Success or Client Relationship role with strong commercial acumen and negotiation skills - experience in Accountancy and an understanding of the Accountancy process are essential for success in this role.
• The ability to influence the best outcome within the team and for the customer, to quickly resolve customer challenges, while managing customer expectations, handling multiple conflicting priorities, and always maintaining the highest standard of communication.
• A deep understanding of our business, customers' businesses, industry trends, and the ability to translate product features into customer success outcomes.
• Skills and experience building rapport with customer stakeholders, delivering presentations including clear and concise updates on the current strategy, roadmap and events; analyzing product usage data, and driving internal improvements.

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 what you do, love how you live, and most importantly, be authentically you?

Let's make a difference together.

Love Work. Love Life. Be You.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• IT Services and IT Consulting