Join Team Elemental

Customer Success Manager

Customer Success Manager

Join the Access Family and see how we make software ideas become a reality!

Our core value of ‘Love work, Love life’ has been central to our success and so we’re looking for people to join us who share our passion for making things better every day.

Are you ready for the challenge?

 

What are we all about?

At Access we love software and how technology never stays the same. We’re one of the leading providers of business management software to UK, Ireland and Asia Pacific small and mid-market organisations. It helps more than 55,000 customers across commercial, public sector and not-for-profit sectors become more productive and efficient.

About Elemental

Elemental is an award-winning Tech For Good company that is bridging the gap between health, housing, local government, and the community via their portfolio of digital social prescribing  products and consultancy services, designed to support the strategy and practice of self-care and independence and community resilience. 

Former community development workers, Jennifer Neff and Leeann Monk, developed Elemental to halt health inequalities by connecting people, building communities, and improving lives. They have played a major role in the uptake and adoption of the social prescribing movement that has seen communities gain better access to programmes, services, and support in their local neighbourhoods that improve their mental and physical wellbeing. 

“Social prescribing, sometimes referred to as community referral, is a means of enabling GPs, nurses, and other primary care professionals to refer people to a range of local, non-clinical services” – The King’s Fund.

 

Description

The Customer Success Manager plays a crucial role within the Elemental team. Representing your customers within Elemental, you will be their voice, and amongst the most visible team members externally. 

 

Reporting to: Implementation Team Lead

 

Key responsibilities:

  • Develop a healthy customer relationship ○ Create engagement strategies to ensure we are speaking with the right people at the right time, and about the right topics. Create and maintain a long-lasting trusted relationship with our customers. ○ Ensure the customer is getting the best customer service, across the entire Elemental team. Be their voice. 
  • Enhance customer training ○ Consult with our customers to understand their training needs. ○ Provide customised virtual training sessions. ○ Organise and contribute to the creation of user training materials. ○ Set up customers for success by making it easier for them to take advantage of our product suite. 
  • Evaluate and analyse customer needs ○ Regularly check in to ensure our products are meeting the needs of the customer and to discuss areas to enhance further. Come with ideas and suggestions. ○ Gather feedback, analyse this look at the overall experience of the product and act on your findings. ● Build trust and transparency with clients ○ Invite customers to participate in and contribute to internal discussions, encourage them to help us move forward procedurally as well as technologically. ○ Be honest, sometimes things take longer than everyone hopes. Help them to understand why, they’ll appreciate it. ○ Unlock more value in your/our relationship with our customers by making them feel included, and making sure that they are! 
  • Onboard new customers ○ Being involved during onboarding and raising your profile with the customer from day one. This may include project managing an onboarding or being part of the onboarding project team. ○ Understand what they want to achieve and work with the Project Manager to ensure we stay aligned to the scope. ○ Keep a keen eye on benefits realisation, how will the customer and Elemental show success? 
  • Act as a customer advocate, be their voice within Elemental and their partner in the sector ○ Ensure customer feedback is heard. Passing on directly, or translating it into use cases for product management, you’ll do what it takes to ensure it is understood and taken seriously. ○ Where requests conflict with the product vision or other requests, your eureka moment is finding a way to represent the idea in the context of our vision. Be creative, find suitable alternatives./
  • Work with customers to enhance their experience through consultancy and product features ○ As the person who understands our customers’ needs best, you will ensure they are able to leverage new features upon release. ○ Provide additional services to your customers to promote engagement with their projects ○ Identify opportunities and bring these to your customers, their success is our success. ○ Adapt to situations positively, deal with problems and expectations and use them as an opportunity to impress your customers. They trust you to get the job done for them. 
  • Promotes customer loyalty ○ Keep track of contracts, understand when renewals are approaching and ensure we are in a good place. ○ Create a positive environment which takes the ambiguity out of renewals. 

 

Essential skills:

  • At least 2 years experience in customer facing relationship management/customer success role or similar. 
  • Highly organised, focused, and disciplined. 
  • Project management ability.
  • Strong writing, verbal and presentation skills. 
  • Energetic and hard-working. 
  • Creative thinker. 
  • Self-motivation takes initiative. 
  • Emotional intelligence. 
  • Eager listener and fast learner. 
  • Dependable and accountable. 
  • Be computer literate with all Microsoft Office/Google applications. 
  • Ability to prioritise duties. 
  • Good time-keeping and the ability to complete various tasks. 
  • Ability to work under pressure.

 

Other

  • To adhere to Elemental policy and practice.  
  • To carry out any other duties within reason and capability associated with this role.

What does Access offer you?

We are a growing software company and we deliver on what we say we do! We take the development of our people very seriously! We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

In addition to our standard benefits of 25 days holiday, a match contributory pension and healthcare you will get:

  • A Competitive Salary
  • Giving Back/Charity days
  • Quarterly Socials
  • 6 weeks Sabbaticals (after 6 years of service)
  • The Access Group Big Break: our all-expenses paid holiday to Spain

 

Become part of our amazing Access family!

 

At Access we’re all about helping everyone Love Work and Love Life because we believe people can only be at their best when they can be themselves, love what they do and do what they love.

We love the fact that we’re all different. Having more diverse perspectives at work improves how we run our business, helps us support our customers, and when you think about it, it’s just more fun. So, no matter what makes you individual, as long as you’re qualified, we can’t wait for your application.

Salary

Negotiable dependent on experience

Interested? 

If you think you’ve got what it takes and you’re up for the challenge, fill in the form below or email hireme@elementalsoftware.co with the subject title Customer Success Manager and attach a cover letter summarising how you meet the criteria associated with the role and your CV (2 pages maximum).

 

*Elemental welcomes applications from all sections of the community

**Essential criteria may be enhanced at the shortlisting phase

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