MAIN PURPOSE OF THE ROLE & RESPONSIBILITIES IN THE BUSINESS:Our vision is to create a world-class Customer Success capability for Kainos, fuelled by a diverse range of highly talented and motivated professionals working collaboratively and innovatively to ensure we retain clients and expand our footprint within existing clients to continue our growth trajectory.
We do this via an open and supportive environment where colleagues can share information, learn from one another and excel in their own career. With consistent ways of working aligned to industry best practice, we retain and grow our footprint by delivering on the clients desired outcomes for our market-leading offerings.
As a Customer Success Manager (Consultant) at Kainos, you will partner with our customers post-sale to drive adoption and ensure customer satisfaction, growth, and retention. You will be the bridge between our Professional Services, Operational Support and Business Development teams. You will work directly with customers to ensure that their overall user experience with Kainos Smart is a success.
We are looking for an individual who strike the right mix of sales, account management, domain knowledge and customer management skills.
Your key responsibilities will include: - Developing long term partnerships with our customers to ensure that they realise the full value of their investment in Smart.
- Monitoring and facilitating the customer's adoption of our Product and providing the Smart Leadership and Smart Product team with an understanding of customer's overall business needs as they relate to our products and services.
- Establishing a trusted adviser relationship, you will be the client advocate inside Kainos that works to ensure our customer's overall satisfaction with our product and services.
- Acting as the client liaison between Onboarding, Delivery and the customer, with a focus on advocating the value of Kainos Workday Products across Smart Test, Smart Audit, Smart Shield, EDM and Pay Transparency, and helping clients maximise ROI from the full product portfolio.
- Developing 'Success Plans' for customers that define clear metrics for success, and reporting and tracking on same.
- Proactively managing the commercial process for Renewals and Upsells as well as identifying Cross-sell opportunities within existing clients.
- Delivering on annual OKRs in line with team and individual standards including; Customer Retention, Gross/Net Revenue Retention, Upsell Revenue, In BU and Inter BU Cross-Sell Leads.
- Maintaining and recording all relevant customer artefacts such as Proposals, QBR/EBR decks, Account Plans and Success Plans are stored in our EDRM platform.
- Ensuring that all client CRM data is accurate and updated weekly in Dynamics and all renewal and upsells data held in Dynamics is accurate and updated weekly. Alongside maintaining the Customer Success platform for your book of business.
- Leveraging customer relationships as needed for prospect references.
- Managing client escalations through to resolution with the support of Customer Success Leadership.
- Deep understanding of the Kainos Workday Products portfolio, including Smart Test, Smart Audit, Smart Shield, EDM and Pay Transparency, as well as the related deployment and delivery models.
- In depth understanding of the Workday platform and surrounding ecosystem 'in region'.
- Demonstrating competency across the Kainos Workday Products portfolio, including Smart Test, Smart Audit, Smart Shield, EDM and Pay Transparency, and understanding how each product supports customer outcomes across areas such as testing, audit, security, employee document management and compliance.
- Demonstrating an understanding of the Kainos Services for Workday offerings.
- Working with the Smart management and leadership team to identify/resolve all issues that could impact satisfaction.
- Complying with all confidentiality and non-disclosure policies and/or agreements and ensures security of information at all times.
MINIMUM (ESSENTIAL) REQUIREMENTS: - Considerable experience in a customer facing services role (consulting or sales/account management) that includes achieving customer retention, sales targets and customer satisfaction.
- Sales, Consulting, Delivery or Product experience either as an internal consultant or with a consulting/software company who provide products and services to their clients.
- High achiever. Having a highly successful track record of over achievement vs target in a quota bearing role.
- Demonstrate an ability to understand Large Enterprise (often Fortune 500) size clients and methods for mapping out key stakeholders and client processes across multiple business functions as they relate to our products and services.
- An ability to collaborate and build strong relationships with both customers and internal stakeholders.
- Proven ability to engage and support multiple internal corporate functions (Professional Services, Customer Support, Product and Sales & Marketing).
- Excellent writing and presentation skills with proven capability to deliver a value proposition in a competitive and often challenging environment.
- Great networking skills and the ability to build strong and appropriate relationships with VP to C-Level client stakeholders.
- Ability to operate in a highly competitive and pressurised environment, making sensible decisions that don't compromise Kainos.
- Exemplify and live the 'Kainos values'.
- Ability to plan and meet deadlines in accordance with business requirements.
- Excellent; negotiation skills and commercial understanding of contracts.
- Willing and able to travel once per quarter to visit clients (in region). Additional travel may be required from time to time to attend Conferences, User Groups and or handle client escalations.
- Proficient in the use of internal customer management tools (MS Dynamics, Salesforce, Gainsight, Planhat.).
DESIRABLE: - Working background in either an agile technology focused company or Cloud SaaS product environment with an appreciation and acceptance that we operate in a dynamic fast moving environment.
- Functional domain knowledge or account management experience with Human Capital Management, Financial Management, or Payroll applications and/or system implementation.
PEOPLE MANAGEMENT: Your role may or may not involve managing people. Where you do have direct reports, your responsibilities may include:
- Agreeing, setting and reviewing your and your team's goals aligned to Kainos, Workday BU and your Capability.
- Providing support so that your and your team's goals can be achieved.
- Reviewing and refining goals for relevance and to keep performance on track.
- Reviewing performance against goals and provide feedback.
- Conducting 1:1 monthly and/or project completion feedback meetings.
- Requesting and providing regular feedback in Workday.
- Completing End of Year reviews and agreeing the outcomes for the year.
- Identifying training to support your and your team's development.
- Pursuing and supporting your and your team members' career paths and progression.
- Reviewing weekly workload forecasting (staff allocations and timesheet checks) and utilization.
- Actively being involved in recruitment/interviews.
