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. – This 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 work with you to progress your success plan and provide opportunities to accelerate your career. You will start with 25 days of annual leave, which increases with your seniority in the company, 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: You are a key member of the customer success team, working closely with managers and team leaders across various business areas, including GRR, NPS, revenue recognition, order intake, budget planning, forecasting, and reporting. You have a strong eye for detail and the ability to identify issues while ensuring systems and processes run optimally. You implement process improvements and enhance system outputs. Day-to-day, you will: KPI Tracking & Reporting – Monitor, track, and report on key customer success metrics (GRR, NPS, order intake, revenue recognition, sales), ensuring insights are easily shared across stakeholders. Provide trend analysis, identify forecasting gaps, and highlight areas for improvement. Performance Analysis & Insights – Investigate anomalies in monthly margin packs, assess services backlog and available monthly revenue, and deliver insights to ensure KPIs are met. Contribute to monthly and quarterly slide decks with year-to-date, year-on-year performance, and actionable takeaways. Financial Planning & Forecasting – Collaborate with stakeholders to build annual budget plans using KPI knowledge and up-to-date performance data. Identify opportunities to optimise forecasting accuracy and financial performance. Programme Ownership & Ad Hoc Support – Take ownership of programmes of work to ensure efficiency and value delivery. Provide input and reporting expertise for ad hoc requests and projects, offering clarity and actionable recommendations. Your skills and experiences might also include: Core Competencies & Mindset – Self-starter with strong business acumen, problem-solving ability, analytical thinking, and attention to detail. Pragmatic and hands-on in task execution, with flexibility, adaptability, and the ability to manage multiple projects simultaneously. Communication & Collaboration – Strong communication, organisational, and interpersonal skills; proven experience working in large, complex organisations with extensive stakeholder engagement. Comfortable in small teams, with a collaborative style and willingness to provide support/cover during peak periods. Technical Skills & Tools – Advanced proficiency in Microsoft Word, Excel, PowerPoint, and Outlook; quick to learn new applications and technologies. Salesforce experience considered desirable. Planning & Execution – Skilled at planning, prioritising, and balancing several projects at once, ensuring deadlines are met while maintaining quality and efficiency. 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 across the UK, Ireland, USA, and Asia Pacific. We help more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond 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 experience doesn’t align perfectly, you might 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.