Job Description
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 flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. 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 the Automation Delivery & Success Manager, you will work closely with key stakeholders to drive the implementation & adoption of digital customer success software across the business. Our aim is to implement Intercom (and other similar tools) across all appropriate products in our portfolio.
You will become a company expert in CS automation, supporting other digital initiatives company-wide with content automation & quality, for example product adoption and cross-sell, working with divisions & products to maximise their opportunities & impact in products that have gone live.
This role will be central to the success of that programme. The ideal candidate will have experience in delivering customer success automation software, building processes & managing complex & technical projects.
Day-to-day, you will:
Oversee multiple projects - manage the implementation of Intercom across products & divisions, ensuring that all projects are on track.
Solve problems - unblock product, CS & technical questions around implementation, finding creative solutions and work arounds for various problems.
Drive quality content - contribute to digital adoption playbook to ensure high standards are met across the business and drive Intercom best practices.
Analyse performance metrics - monitor KPIs for products on the digital adoption programme & create strategies to keep things on track.
Design customer journeys - work with teams to map customer journeys & translate into digital workflows.
Innovate - remain curious about what our future opportunities are with digital customer success tools.
Support internal stakeholders - work with divisional Digital CS Leads (new roles) to ensure they are able to onboard their teams & work effectively with Intercom.
Build digital strategies - work with digital CS leadership team to translate ideas into action.
As a well-rounded Automation Delivery & Success Manager your Skills and Experiences likely include:
Strong Customer Success automation software subject matter expertise ideally obtained within a large software/Tech organisation
Experience integrating tools to ensure platforms are synced up.
Fine-tuned project management skills, being comfortable managing multiple projects & priorities.
Working with product & engineering teams to scope technical requirements for implementation.
Collaborating with teams to develop solutions and sharing practices across the business.
Excellent verbal, written, and presentation skills, adapting for technical & non-technical audiences.
Documenting complex processes & building project implementation plans to operationalise programmes.
Comfortability with Microsoft office applications, google analytics including ability to analyse data and create easy to use templates
Working in a large, complex organization with extensive stakeholder management experience is a bonus.
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 than100,000 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.
