Customer Success Manager (US Hospitality)
The Access GroupWe’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.
About SHR
SHR is part of Access Group's Hospitality division, delivering innovative B2B SaaS solutions to the hospitality industry. We provide a comprehensive suite of products including distribution, digital marketing, CRM, and revenue management solutions to small-to-medium hotel groups, casinos, and large independent hotels across the Americas.
As part of Access Group's commitment to becoming a top performer globally, we're focused on delivering exceptional customer experiences that drive measurable business outcomes and long-term partnerships
About you
You are passionate about the hospitality industry, Customer Success and get a kick out of resolving a customer issue. You don’t accept the basics in life, and you are restless in your efforts to excel both at work and outside of work. You have experience of dealing with large numbers of customers, are analytical (comfortable with data) and a great problem solver. You excel in building relationships both with Customers and internal stakeholders. You feel at home at Access and relish the opportunity to join a growing team – a team with a first-class reputation for Service Excellence.
Day-to-day, you will:
Serve as the primary point of contact for SHR customers
Be a valued member of the Customer Success team, providing both reactive and proactive services to our customer base.
Identify opportunities for upsell and cross-sell.
Work with numerous internal stakeholders including Onboarding, Technical Support and Business Development.
Deliver Annual Program reviews
Monitor inflow of CSM requests, community feedback, and NPS data, using these early warning systems to proactively liaise with customers and ensure service excellence through confident and empathetic engagement.
Preferred
Knowledge of the hospitality industry, including online hotel distribution
Amenable to work US hour
Familiarity with Hotel Central Reservation Systems (CRS), Customer Relationship Management Systems (CRM) or Property Management Systems (PMS)
Understanding of hotel third party distribution such as OTA’s, wholesalers or Global Distribution Systems (GDS’s)
Salesforce experience a plus.
Qualifications
4 - 8 years of experience in Customer Success or related client-facing roles, with strong interpersonal skills, customer empathy, and a knack for resolving issues.
Ability to influence stakeholders through persuasion, negotiation, and consensus-building, with an analytical, data-driven, and process-oriented mindset.
Demonstrates a commitment to continuous learning and improvement, enthusiastic and creative in problem-solving, and flexible and adaptable to evolving roles and responsibilities.
Excellent communication skills, capable of working autonomously and collaboratively, with the ability to prioritize multiple projects, quickly learn new technologies, and support team members during peak times.
Comfort with data analysis, business reviews, and strategic planning.
Passion for delivering an exceptional customer experience.
What are we all about?
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.