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Senior Customer Success Strategist

2 months ago

Albany, New York, United States The Access Group Full time
Become a part of The Access Group and witness how we transform software concepts into reality
Our fundamental principle of 'Love Work, Love Life, Be You' has been pivotal to our achievements, and we are eager to welcome individuals who share our enthusiasm for enhancing daily operations and contributing to our growth.

What defines us?

At The Access Group, we are passionate about software and the ever-evolving nature of technology. This dedication drives us to collaborate across various sectors to comprehend the business requirements of our clients - from Healthcare to Education, Nonprofits to Hospitality, Construction, and beyond.

We are committed to assisting our clients in staying ahead of the challenges within their industries, currently empowering over 60,000 clients to achieve greater freedom in their operations.

Your role:

As a Customer Success Manager, you will be responsible for ensuring the success of a portfolio of our most esteemed clients. You will thrive on assisting others, maintaining a customer-centric approach while being enthusiastic about how software can enhance our clients' experiences and operations. You will confidently establish and sustain effective relationships at all levels, both internally and within your client base. You will be solution-oriented, capable of conducting regular reviews, providing ongoing progress updates, and demonstrating the value of The Access Group's solutions. You will possess commercial insight and strategic awareness, solidifying your position as our Clients' Advocate internally and Trusted Advisor to our Clients.

Your daily responsibilities will include:
  • Ensuring compliance with our Client Success Plans
  • Identifying Risks & Opportunities, taking appropriate actions, and driving continuous improvement
  • Establishing yourself as a trusted advisor by fostering and maintaining strong relationships with key clients and stakeholders (including C-Suite)
  • Ensuring successful adoption of The Access Group's solutions by our clients, leading to retention, renewal, satisfaction, advocacy, and referenceability
  • Managing client churn
  • Overseeing Retention/Renewals
  • Influencing and guiding internal departments to deliver exceptional client experiences
  • Managing Service Improvement Plans
  • Overseeing Generic Issues Process - Product/Support/Billing (within and across Divisions)
  • Generating upsell and expansion revenue through a blend of client insights, industry knowledge, and product expertise
  • Advising clients on best practices, product roadmaps, and proactively monitoring and driving the adoption of their Access software, features, and functionalities
  • Conducting webinars
  • Facilitating Product/Support workshops
  • Analyzing and swiftly resolving client challenges, engaging all necessary resources and influencing appropriately to achieve objectives
  • Conducting periodic reviews to discuss trends, sentiments, and success factors while identifying opportunities for product and service expansion
Qualifications:

Essential:
  • 3-5 years of experience in a Customer Success role
  • Ability to quickly resolve client challenges using appropriate resources and influence to achieve objectives
  • Expertise in managing multiple conflicting priorities under pressure
  • Strong commercial acumen and negotiation skills
  • Ability to articulate how specific product features will deliver client success outcomes
  • Confidence in delivering presentations to internal and external audiences, both in-person and via webinars
  • Ability to build rapport with various client stakeholders, including C-Suite, ensuring strategic and operational alignment
  • Ability to champion and drive internal improvements within key supporting business units
  • Skill in analyzing and understanding product usage data by client or client cohort/segment
  • Ability to convey challenging messages and effectively navigate and mediate conflict
Preferred:
  • Understanding of our business, our clients' businesses, and industry & market trends
Additional information:
  • Minimal, short visits to client locations may be required on occasion
What does The Access Group offer you?

We are a growing software company, and we deliver on our commitments. We take the development of our people seriously and will collaborate with you to create your success plan, providing opportunities to accelerate your career and make a significant impact.

The salary range for this position is competitive, and compensation may vary based on several factors, including qualifications, skills, competencies, experience, and location.

In addition to a competitive salary, joining our team means you'll experience the strength of enduring relationships, including those with our employees. Our benefits include:
  • 22 days of paid time off
  • 11 company-paid holidays
  • Medical, dental & vision insurance
  • 5% 401(k) company match
  • Short-term and long-term disability insurance
  • Parental leave for birthing and non-birthing parents
  • Flexible work environment
At The Access Group, we are dedicated to helping everyone Love Work and Love Life. We believe that individuals can only perform at their best when they can be their authentic selves. If you are excited about this role, but your past experience doesn't match perfectly, we still encourage you to reach out. You might just be the perfect fit for our team.
We value diversity and believe that having varied perspectives in the workplace enhances our operations, improves our support for clients, and makes our work environment more enjoyable. Join us and be part of our remarkable Access Group family.
Love Work. Love Life. Be You.