Customer Success Operations Analyst

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, 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.

You will start with 25 days annual leave that increases with your seniority in the company, a private healthcare and life insurance. We pride ourselves on being an organisation that gives back so you'll also have one charity day allocated to support a cause that matters to you.  There are plenty of other perks. Apply to find out more.

About you:

As a self-motivated Operations Analyst, you will be an integral part of our Customer Success operations, aligned to a specific customer segment. You will focus on supporting and driving the execution against our CSM & CSP (Customer Success Plan) deliverables through data analysis, process optimization, strategic project leadership, and enablement initiatives.

You are experienced with KPI tracking and delivering operational insights and forecasts across the Customer Success function. You excel at building relationships with functional leaders and leveraging analytical insights to drive performance improvements across four key areas: People (team performance metrics), Process (workflow optimization), Data (KPI analysis), and Enablement (training effectiveness). Your analytical approach will be essential to helping us achieve our north star KPIs. You are innovative and challenge the status quo by suggesting and driving improvements to continuously enhance our operating model.

About the role:

Working as an individual contributor, you will be aligned to a specific customer segment and drive execution against operational KPIs. You will collaborate closely with leaders, senior leaders, and the Data Analyst team to deliver data-driven insights and operational excellence. Building a strong working relationship with your functional leader will be key to your success.

You will maintain a strong operational cadence while driving strategic projects and enablement initiatives. You will run and maintain business forecasts while working centrally to support and supercharge success across all our Software Companies.

Day-to-Day Responsibilities

• Deliver actionable insights
  by analyzing customer segment performance using Salesforce, Power BI, and Excel; create accurate, timely reports that guide decisions.
• Collaborate cross-functionally
  with Data Analysts and functional leaders to enhance data quality, improve reporting frameworks, and align insights with business goals.
• Drive operational excellence
  through strategic projects, process optimization, and proactive management of forecasts, reviews, and performance metrics.
• Lead enablement initiatives
  by becoming a subject matter expert in KPIs, leveraging analytics to improve team performance, processes, data, and training effectiveness.

Skills and Experience

• Operational expertise
  with 2+ years in Customer Success, operations, or support, ideally in the software industry; proficient in CRM tools (Salesforce), Power BI, and advanced Excel.
• Analytical proficiency
  with strong data analysis skills; familiarity with SQL or Python and AI tools to enhance reporting and insights.
• Strategic and action-oriented
  mindset with experience leading initiatives, improving processes, and delivering measurable business outcomes.
• Strong communicator and collaborator
  with stakeholder management skills, ability to simplify complex data, and present effectively to senior audiences.

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.