When you join Kainos, you get to think beyond limitations to make an immediate and positive impact – like transforming digital services for millions of citizens or helping Fortune 500 companies get live and thrive on Workday.
You’ll be part of a people-first culture that is growing around the world. We’re a creative, committed, and diverse group of individuals who succeed as a team.
At Kainos your ideas are heard and valued and you’ll leave a legacy that you can feel proud of. Join us and discover how our people write our story.
MAIN PURPOSE OF THE ROLE & RESPONSIBILITIES IN THE BUSINESS:
As a Customer Value Manager (CVM) at Kainos, you will be the trusted advisor and partner with our customers to drive EDM adoption and ensure customer satisfaction, growth, and retention. You will build strong relationships with key customer stakeholders and be the bridge between our Services, Support and Product Development teams to help clients unlock the full potential of their investment in Kainos’ solutions. You will work directly with our customers to ensure that their overall experience with our EDM solution delivers against the customers desired outcomes and continually measure customer success and value against these. We are looking for an individual who has extensive customer value management, project management, service delivery or account management experience. You will have a high level of business acumen along with high emotional intelligence. Some travel will be expected.
Your Key Responsibilities Include
Proactive Customer Success and Value Management– Build and maintain strong, long-term relationships with key stakeholders including HR, IT, and legal teams. Conduct regular check-ins with customers and proactively engage and manage your portfolio of customers to achieve long-term success and drive value for our customers from Kainos EDM. You will proactively identify where value is not being realised and work customer and internal teams to take appropriate corrective actions.
- Workday Roadmap – through your in-depth customer engagement you will glean a clear understanding of our customers Workday roadmap and be able link key events on this to how our EDM product can support our clients to realise maximum value with minimal risk.
- Bridging the Gap- you will be the client liaison between all Kainos EDM functions; Services, Support and Product development ensuring that our customers journey is seamless, and that we proactively identify and address any value problems that could lead to a suboptimal experience or low RoI and in turn impact retention.
- Kainos EDM Expert – you will have in depth knowledge and first-hand experience on the positive impact Kainos EDM can have and articulate the specific use cases to both SME/Functional Analysts and Executives.
- Adoption and Value Management– Work with clients to define success metrics and track the realization of value through Kainos EDM solutions. You will monitor and facilitate our customer’s adoption of EDM ensuring that value is recognised and communicated to Key Stakeholders.
- Customer Advocate - you will be the client advocate inside Kainos providing feedback to the product and development teams to improve Kainos’ EDM offering. Advocate for customer needs in roadmap planning and enhancements. Working to ensure our customer’s overall satisfaction.
- Value Planning –Creating Value Plans, that specify how the customer measures value.
- Retention – Supporting Customer Success teams for retaining all product subscriptions across your customer base, proactively identifying and reporting on any retention risks and then taking corrective actions in collaboration with other Kainos functions to mitigate.
- Growth partnership – you will work closely with an aligned Account Director or Account Manager for whom you will identify upsell and cross-sell opportunities based on customer needs and usage patterns, ensuring customers continue to grow with Kainos’ products and services.
- CRM management: you will accurately report on our customer status using EDM Health and Customer Status indicators in our chosen toolset.
- Issue Management - Manage escalations and work closely with technical support teams to resolve any platform-related issues swiftly. Ensure customer satisfaction by providing timely responses to inquiries and maintaining open communication.
Key Performance Indicators (KPIs)
- Customer satisfaction and Net Promoter Score (NPS)
- Client retention and renewal rates
- Value realization metrics (ROI, efficiency improvements)
- Upsell/cross-sell revenue generated
Essential Requirements
- Significant experience in technology related customer-facing roles (consulting, sales/account management, project management and service delivery) with a track record of achieving retention and customer satisfaction.
- Knowledge and understanding of owning and managing one or more Enterprise level Document Management solutions.
- Knowledge and understanding of owning and managing an Enterprise level ERP (not limited to one or more of the following: SAP, Oracle, Workday).
- Commercial acumen with a track record of both opportunity and risk identification.
- Experience in an agile tech-focused or Cloud SaaS environment.
- Ability to understand Large Enterprise clients, map out key stakeholders and client processes related to our products and services.
- Great networking skills and ability to build relationships internally and externally, from SME to VP or C-Level client stakeholders.
- Ability to operate in a fast-moving environment that is constantly adapting to change.
Desirable Experience
Functional domain knowledge of Kainos EDM or Workday modules.
So what are you waiting for? Let’s write the next incredible chapter of our story together.
Embracing our differences
At Kainos, we believe in the power of diversity, equity and inclusion. We are committed to building a team that is as diverse as the world we live in, where everyone is valued, respected, and given an equal chance to thrive. We actively seek out talented people from all backgrounds, regardless of age, race, ethnicity, gender, sexual orientation, religion, disability, or any other characteristic that makes them who they are. We also believe every candidate deserves a level playing field. Our friendly talent acquisition team is here to support you every step of the way, so if you require any accommodations or adjustments, we encourage you to reach out. We understand that everyone's journey is different, and by having a private conversation we can ensure that our recruitment process is tailored to your needs.
