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 our 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. 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. Day-to-day Responsibilities: - Data Analysis & Reporting: Analyze customer segment performance and create accurate, timely reports using Salesforce, Power BI, and advanced Excel to deliver high-quality insights - Cross-functional Collaboration: Work closely with Data Analyst teams and functional leaders to enhance data collection methods, analysis processes, and reporting frameworks while building strong business relationships - Strategic Project Leadership: Lead enablement and strategic initiatives focused on improving customer success outcomes and operational efficiency while becoming a subject matter expert in relevant KPIs and business processes - Operational Excellence: Proactively manage operational activities including forecasting, functional updates, and operational reviews while continuously optimizing processes and implementing data-driven improvements across People, Process, Data, and Enablement areas Skills and Experience: - Core Technical Requirements: Minimum 2+ years in operational roles (preferably Customer Success/operations), software industry experience preferred, CRM/Salesforce familiarity, and advanced Excel skills with SQL/Python knowledge being advantageous - Data & Analytics Expertise: Strong Power BI experience for dashboard requirements and specifications, advanced data analysis capabilities, and ability to translate complex data into actionable business insights using AI tools - Leadership & Communication Skills: Exceptional stakeholder management with functional leaders, project leadership experience, action-oriented mindset focused on measurable outcomes, and strong presentation skills for senior stakeholders - Personal Attributes & Additional Skills: Self-starter with strong delivery focus, ability to work under pressure and adapt to changing priorities, innovative thinking beyond traditional solutions, experience with process automation tools, and collaborative approach across all business domains 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.