As a family-owned business our people are central to our success, and following years of organic, consecutive growth, we're looking for people who share our core values of sustainability, trust, collaboration, and innovation to drive us forwards.Software never stays the same and neither do we.
We want our people to be part of a progressive organisation, encouraged to embrace change and new ideas to shape our future development.
Your input is vital, which is why we're committed to personalised learning paths for every employee to help you, and us, grow.
Our goal is to make the world of work easier as a leader in the HR, payroll, finance, and integration solutions software and services industry.
We're proud to design and develop some of the best business solutions like iTrent and People First to support our customers' people-related challenges across every vertical.
Looking for the place where you can belong?
Join MHR and help us shape the world of work.
The Customer Success function will drive customer engagement, reinforce education, and develop overall customer satisfaction.
It will require close working relationships with The Account Management, New Business, Marketing, Professional Services and Product functions to increase the overall engagement, customer value and customer product adoption levels, as well as driving additional revenue through the customer base through adoption events and engagement.
The role will work across medium/high level accounts across the base.Our Customer Success team spends 50% of their working week traveling across the country attending events, customer communities, expos, networking sessions, and running their own events, whether physical or remote.Responsibilities:Manage medium- to high-level customer accounts, resolving issues promptly and ensuring a positive MHR experience.Develop and execute customer success plans for all assigned accounts, ensuring progress and alignment with business objectives.Increase customer retention, adoption, and satisfaction by improving relationships and managing risk.Collaborate with New Business teams to promote the Customer Success initiative, attending demos, presentations, and engagements to showcase its value.Provide Account Managers with strategic support to help customers effectively utilise MHR software and services.Champion change by promoting business initiatives that enhance the overall customer experience and journey.Identify revenue opportunities by understanding customer challenges and collaborating with Account Directors/Managers to deliver targeted interventions.Support migrations to People First, ensuring successful transitions as part of customer success plans.Increase the number of referenceable customers by working closely with Account Managers to achieve business objectives.Drive customer adoption of new modules and services, meeting agreed targets.Facilitate the rollout of new functionalities through webinars, workshops, and supporting materials.Deliver professional product demonstrations tailored to specific requirements.Manage revenue and customer satisfaction targets in alignment with company goals.Support the Customer Education Programme to encourage self-service and reduce customer queries.Drive adoption of MHR initiatives, including MHR Assist and customer education programmes.Collaborate with MHR Marketing to raise awareness of the full MHR product and service range, including supporting industry-specific plans.Plan and execute customer events, ensuring successful delivery and alignment with agreed objectives.Benefits to support you personally and professionallyAlongside the opportunity to work with an incredible team and express your individuality, we offer a range of personalised benefits including:Access to over 60 internal training courses, professional qualifications, and cross-departmental mentoring and coaching programs 24/7 access to a GP through SmartHealth for you and your family, confidential mental health support, and paid sick leave Ability to purchase or sell additional holiday days beyond the standard 25 days and bank holidaysMonthly employee recognition program and departmental awardsReferral bonus scheme of up to £2, Employee-led social events such as running clubs, football teams, book clubs, and bake-offs On-site subsidised restaurants offering a variety of fresh meals daily Opt-in benefits schemes such as private medical insurance and dental coverageWe value the well-being, financial stability, and inclusivity of our employees, and strive to provide a supportive working environment.