Manager of Customer Success (US Hours)

The Access Group; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading business management software provider is looking for a Customer Success Manager in Kuala Lumpur. This role involves leading a team, enhancing customer relationships, and ensuring excellence in service delivery. Ideal candidates will have significant experience in customer success and people management. Join a vibrant team that values inclusivity and personal growth.

Benefits

25 days leave a year

Health contribution

Charity days

Qualifications

• At least 4 years experience as a Customer Success Manager.
• 4 years experience as a People Manager.
• Ability to influence stakeholders through persuasion and negotiation.

Responsibilities

• Lead the Customer Success team across multiple business units.
• Provide reactive and proactive services to customers.
• Monitor Support cases and Community data.

Skills

Customer empathy

Strong interpersonal skills

Analytical mindset

Problem solving

Flexibility

Communication skills

Job description

Overview

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 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.

Responsibilities

• Be a valued leader of the busy Customer Success team, leading teams across multiple business units (Paytronix and SHR initially) and different tiers of our Customer Success Managers

• Provide both reactive and proactive services to our customer base.

• Work with many internal stakeholders to resolve customer issues/escalations.

• Own the issue resolution, ensuring you exceed customer expectations.

• Partner with our Digital Success leader to own an annual program of Success Events and Webinars, working with internal and external stakeholders to deliver additional value and enhance the customer relationship.

• Closely monitor Support cases, Community, and NPS data – our Early Warning Systems to raise concerns and proactively liaise with customers where necessary.

• Focus on delivering service excellence through ‘human’ engagement, therefore, confidence and experience in speaking to a large number of Customers, some of whom will be in a challenging situation, is essential in this role.

• Be a great partner to the various teams that you interact with (Professional Services, Technical Support, Operations, and others)

Requirements

• At least 4 years’ experience as a Customer Success Manager and 4 years' experience as a People Manager (Lead or Manager).

• Experience in managing US market will be a huge advantage.

• Strong interpersonal skills, customer empathy and determination to resolve issues.

• Ability to influence others (internal and external stakeholders) through persuasion, negotiation, and consensus building.

• Analytical, data and process-oriented mind-set

• Demonstrate a desire for continuous learning and improvement.

• Enthusiastic and creative in problem solving.

• Flexible and adaptable – this is a relatively new role and will develop over time.

• Ability to work in a small team with exceptional communication skills and willingness to work with others/provide cover/support during peak demand times/holidays/sickness.

• The ability to plan, prioritise and work on several projects at once.

• The ability to quickly learn new applications and technologies.

• The ability to work autonomously and as part of a team with effective communication skills, actual and virtual.

• A willingness to use and continually develop your skill set to the benefit of yourself and your team.

About Access

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence.

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.