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Customer Engagement Manager

2 months ago

Albany, New York, United States The Access Group Full time
Become a vital part of The Access Group and witness how we transform software concepts into reality
Our foundational principle of 'Love Work, Love Life, Be You' has been pivotal to our achievements, and we are seeking individuals who resonate with our commitment to continuous improvement and growth.

Who are we?

At The Access Group, we are passionate about technology and its ever-evolving nature. This enthusiasm drives us to collaborate across various sectors to comprehend the business requirements of our clients—spanning Healthcare, Education, Non-Profit, Hospitality, Construction, and beyond.

We are dedicated to empowering our clients to stay ahead of industry challenges, currently supporting over 60,000 clients in achieving greater freedom and efficiency.

Your role:

As a Customer Success Manager, you will be responsible for ensuring the success of a select group of our most valued clients. You will thrive on assisting others, demonstrating a customer-centric approach while being enthusiastic about how our software can enhance their operations. You will excel in establishing and nurturing effective relationships at all levels, both internally and within your client base. You will be solution-oriented, capable of conducting regular reviews, providing progress updates, and showcasing the value of The Access Group's solutions. You will possess commercial insight and strategic awareness, reinforcing your position as our clients' advocate internally and a trusted advisor externally.

Your daily responsibilities will include:
  • Ensuring compliance with our Customer Success Plans
  • Identifying and reporting risks and opportunities, taking necessary actions, and driving continuous enhancements
  • Building and maintaining strong relationships with key clients and stakeholders, including C-Suite executives
  • Facilitating the successful adoption of The Access Group's solutions, leading to retention, renewal, satisfaction, and advocacy
  • Managing customer churn
  • Overseeing retention and renewal processes
  • Influencing internal departments to deliver exceptional client experiences
  • Managing Service Improvement Plans
  • Addressing generic issues related to product, support, and billing
  • Generating upsell and expansion revenue through insights and knowledge of industry and products
  • Advising clients on best practices and proactively monitoring the adoption of their software features
  • Conducting webinars and facilitating workshops
  • Analyzing and resolving client challenges by engaging the necessary resources
  • Conducting periodic reviews to discuss trends, sentiments, and success factors while identifying opportunities for growth
Qualifications:

Essential:
  • 3-5 years of experience in a Customer Success role
  • Proven ability to resolve client challenges effectively
  • Expertise in managing multiple priorities under pressure
  • Strong commercial acumen and negotiation skills
  • Ability to articulate how specific product features contribute to client success
  • Confidence in delivering presentations to diverse audiences
  • Ability to build rapport with various client stakeholders, ensuring alignment
  • Capability to drive internal improvements within supporting business units
  • Skill in analyzing product usage data
  • Ability to communicate challenging messages and mediate conflicts effectively
Preferred:
  • Understanding of our business, our clients' industries, and market trends
Additional Information:
  • Occasional short visits to client locations may be required
What does The Access Group offer?

We are a growing software organization committed to delivering on our promises. We prioritize the development of our people and will collaborate with you to create a personalized success plan that accelerates your career and enables you to make a meaningful impact.

The salary range for this position is competitive and will vary based on qualifications, skills, competencies, experience, and location.

In addition to a competitive salary, joining our team means you'll benefit from strong, lasting relationships, including those with our employees. We offer a comprehensive benefits package, including:
  • 22 days of paid time off
  • 11 company-paid holidays
  • Medical, dental, and vision insurance
  • 5% 401(k) company match
  • Short-term and long-term disability insurance
  • Parental leave for all parents
  • Flexible work environment
At The Access Group, we believe in helping everyone Love Work and Love Life. We recognize that individuals can only perform at their best when they can be their authentic selves. If you are enthusiastic about this opportunity, we encourage you to reach out, even if your experience doesn't align perfectly with the role. We value diversity and believe that varied perspectives enhance our business and improve our customer support. Join us and become part of our remarkable Access Group family.
Love Work. Love Life. Be You.