At a Glance
- Tasks: Build strong relationships with customers and drive their success with Kainos' EDM solutions.
- Company: Join Kainos, a diverse and innovative tech company focused on collaboration and impact.
- Benefits: Enjoy a supportive culture, career growth opportunities, and the chance to make a real difference.
- Other info: Dynamic environment with a focus on diversity, equity, and inclusion.
- Why this job: Be a trusted advisor and help clients unlock the full potential of cutting-edge technology.
- Qualifications: Experience in customer value management or account management, with strong business acumen.
The predicted salary is between 50000 - 65000 £ per year.
Join Kainos and shape the future. At Kainos, we’re problem solvers, innovators, and collaborators - driven by a shared mission to create real impact. We believe in a people-first culture, where your ideas are valued, your growth is supported, and your contributions truly make a difference. Here, you’ll be part of a diverse, ambitious team that celebrates creativity and collaboration.
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.
Your Responsibilities:
- Provide proactive Customer Success and Value Management – Build and maintain strong, long-term relationships with key stakeholders including HR and IT 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.
- Proactively identify where value is not being realised and work with customer and internal teams to take appropriate corrective actions.
- Through your in-depth customer engagement, glean a clear understanding of our customers' Workday roadmap and link key events on this to how our EDM product can support our clients to realise maximum value with minimal risk.
- 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 impact retention.
- 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.
- Work with clients to define success metrics and track the realisation of value through Kainos EDM solutions.
- Monitor and facilitate our customer’s adoption of EDM ensuring that value is recognised and communicated to Key Stakeholders.
- Be the client advocate inside Kainos providing feedback to the product and development teams to improve Kainos’ EDM offering.
- Create Value Plans including Strategic Business Objectives and associated OKRs, that specify how the customer measures value.
- Support 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.
- Accurately report on our customer status using EDM Health and Customer Status indicators in our chosen toolset.
- Manage escalations and work closely with technical support teams to resolve any platform-related issues swiftly.
- Work closely with an aligned Account Director or Account Manager to identify upsell and cross-sell opportunities based on customer needs and usage patterns.
What We Are Looking For:
- Previous Customer Value Manager or Customer Success Manager in Workday ecosystem.
- Significant experience in technology related customer-facing roles with a track record of achieving retention and customer satisfaction.
- 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.
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.
Customer Value Manager (Workday Product) in Birmingham employer: Jentic Technology Limited
At Kainos, we pride ourselves on fostering a people-first culture that champions innovation and collaboration. As a Customer Value Manager, you'll not only have the opportunity to drive meaningful customer relationships but also benefit from a supportive environment that prioritises your professional growth and development. With a commitment to diversity and inclusion, Kainos offers a unique workplace where your contributions are valued, and you can truly make an impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Value Manager (Workday Product) in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jentic Technology Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Jentic Technology Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Value Manager (Workday Product) in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Jentic Technology Limited:Your cover letter is your chance to shine! Tell us why you want to work at Jentic Technology Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Jentic Technology Limited!
How to prepare for a job interview at Jentic Technology Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
