Member Success Manager

Manager (MSM) plays a crucial role in supporting and empowering accounting practices by fostering meaningful relationships with members. At ChangeGPS, a member of the Access Group, we strive to unleash the potential of our members through technology and expert advice. The MSM ensures members receive exceptional service throughout their journey with us, helping them create headspace to focus on what matters most. By driving retention, engagement, and satisfaction, the MSM directly contributes to the success and growth of both our members and the organisation. Day-to-day, you will:

• Build, maintain, and nurture strong relationships with members to ensure long-term satisfaction and retention. Conduct regular follow-ups and training sessions to enhance members' engagement with products and services, staying current with software updates and communicate new product offering to members effectively. Provide entry-level support to address queries and ensure proper utilisation of
  
  tools, products, and services and respond to client complaints and issues promptly, ensuring quick and effective resolution. Execute necessary retention strategies to meet quarterly revenue and retention targets and Identify opportunities to up-sell and cross-sell within existing accounts. Attend webinars and events to foster new business opportunities. Contribute ideas and initiatives to enhance service delivery and client experience and collaborate with the sales team and other staff for ensure smooth coordination and delivery of services to meet client expectations. Your skills and experiences might also include: Experience & Education: Proven background in Client Relationship or Account Management roles with relevant years of industry experience and professional expertise. Interpersonal Skills, Energy & Enthusiasm: Exceptional communication, intuition, and rapport-building abilities via telephone, online meetings, and in person, enhanced by high levels
of drive and resourcefulness to support and engage clients effectively.
• Technical Aptitude & Attention to detail: Ability to learn and communicate new software updates clearly, with a systematic approach to account management processes. Problem-Solving & Organisation: Resourceful and efficient in addressing client issues supported by strong planning and time management skills. 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 than 100,000 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.

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 blended approach to office working, expecting you to collaborate and connect in one of your thriving offices on average three days per week. 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: The Member Success