Customer Success Business Partner

About Us: IRIS Software Group is a leading global provider of mission critical software and services and one of the UK’s largest privately held software companies. We help organisations to make better business decisions by developing integrated software solutions to minimise admin, make business processes more efficient and give more time to do what’s valued. We started 45 years ago with accountancy software and have evolved to be trusted by more than 100,000 customers in 135 countries around the world. We invest heavily in development using the latest processes and technologies, driven by our Indian and Romanian Product Development Centres to build the next generation of cloud-based accountancy, HR and education solutions. Our global and domestic payroll and HR solutions are used by nearly five million employees. Almost one million UK employees are managed by our HR solutions, and one in eight UK employees are paid through IRIS payroll solutions. We are the largest third-party online tax filer with the UK Government, and we are used by 54 of the top 100 US and 91 of the top 100 UK accountancy firms. We also serve over 13,000 schools and academies, and almost five million UK families use our apps to connect to their child’s school. In the last year, we have been awarded Technology Company of the Year in the UK Tech Awards; Employer of the Year in the Thames Valley Tech Awards; and the Americas Prime Award from the K2 Enterprise Awards. IRIS Education has been named Company of the Year at the UK National MAT Awards 2023, and crowned Company of the Year (more than 12m) in the Bett Awards 2023.

The role: As Customer Success Business Partner (CSBP), you will be a trusted advisor for our key customers and strategic service partners. You will be a key bridge to help them maximize the use of our school management software and ensure our direct and mutual customers receive the highest value, by providing advice and guidance at all stages of the customer journey. You will work to understand customer requirements, help implement and onboard new customers, manage product training, drive adoption and retention, and ensure ongoing satisfaction. You will work within the Customer Success Department and alongside colleagues in Customer Operations, Sales, Channel and our executive team, in driving our senior customers through to success.

Main Responsibilities:

• Work across our “VIP” customer base, managing all products/solutions across the customers IRIS portfolio.
• Develop a trusted advisor relationship with customers to identify and guide them to their goals.
• Oversee the customer onboarding process and move quickly to achieve value.
• Responsible for driving client adoption and outcomes leading to renewals, expansion and advocacy.
• Manage numerous customers concurrently and strategically, typically each client will spend in excess of £50,000.
• Strategically manage day-to-day relationships and communication with customers to ensure success, growth and identify unique opportunities.
• Act as the primary point of contact for the customer and coordinate the deployment of IRIS resources to address the customer’s issues, including managing escalations.
• Conduct regular on and off-site meetings to understand and discuss the customer’s business requirements or issues and explore how we can help address and resolve these issues.
• Serve as the ‘voice of the customer’ and provide feedback on how IRIS can better serve them to maximise customer success and retention.
• Maintain a deep understanding of our product and help customers adopt the most relevant features/functionality for their specific requirements.
• You will be expected to keep developing your product knowledge.
• Improve upon our existing approaches to customer success by creating resources to help customers achieve their goals by adopting best practices.
• Use Customer Tracker dashboard to aid assessment of Customer Health and subsequent calls to action.
• Complete Customer Success Plans for each client and partner to then drive and deliver to the plan.
• Create Calls to Action within Gainsight to ensure outstanding items are addressed.
• Carry out a Quarterly Business Review with the client (with input from the Account & Channel Manager).
• Join the onboarding process and ensure a Go Live Review is completed.
• Review the adherence to operational SLA’s for each client or partner and ensure Customer Success plans are in place to address non-compliant areas.
• Discuss our NPS process with the clients and ensure they are aware of other surveys we carry out.
• Understand and follow the escalation process for each function, in order to escalate issues for the benefit of the client or partner.
• Have a deep understanding of the terms and conditions, subscriptions for each client and partner contracts, in order to achieve maximum value for the benefit of the client and IRIS.
• Ensure that you have a broad and good product knowledge of IRIS’s products and services, and their roadmaps in order to become a trusted advisor.
• Deliver the KPI’s for Customer Success – including; time to value, retention, LTV and upsell/cross-sell lead gen.