Customer Experience Manager

The Customer Experience Manager (CXM) looks after 40-50 EMEA Accounts with extreme ownership and accountability of the success and experience of each customer. A CXM’s typical week involves customer meetings, virtual or on site, supporting customers with product utilisation, success, and momentum on their account. You will work alongside the wider teams including Customer Support, Professional Services and Sales teams, to name a few. You may be supporting some customers remotely; however, this role also has the requirement and expectation to travel across UK, IRE and on occasion overseas. You will build strong relationships with Kinetic customers at all levels with the aim of ensuring customer satisfaction and minimising any form of attrition. You will have a consultative, customer-centric approach to the identification and implementation of solutions that meet the customer’s needs.

Key Responsibilities

• Have a strong, confident presence when leading account meetings which will help you to form strong relationships with contacts at all levels for your own dedicated accounts.
• Ensure progress and satisfaction through NPS and CSAT scores, consulting with Project Managers and Support Analysts if any projects and/or tickets are halted and have accountability on the progression and resolution of these to deadlines.
• Help drive your customers short to long-term plans and expand their use of the Kx product suite by understanding their challenges and suggesting solutions, passing leads directly to the Sales team to provide demonstrations and progress opportunities.
• Proactively offer and sell training to all customers, and specialise in an area of our product suite to deliver new starter training where possible.
• Understand any gaps in the market or improvements to products needed due to feedback from customers.
• Discuss feedback with the rest of the Sales and Products teams to help shape the product development roadmap.
• Collaborate with the rest of the business team to share industry knowledge, customer feedback and new ideas.
• Ensure all customer interactions are logged in Salesforce and understand the importance of this activity, ensuring accurate data and audit is available for business insights.

Skills, Knowledge and Expertise

• Strong experience in customer experience, client services or an account management role.
• Demonstrable success in meeting or exceeding KPI's related to customer retention & satisfaction.
• Proficient in using a CRM software. Salesforce is a bonus.
• Comfortable with technical products & solutions, with the ability to grasp and articulate complex concepts. Prior experience in SaaS is a bonus.
• Proven ability to manage multiple projects or accounts simultaneously, meeting deadlines and prioritising tasks effectively in a fast-paced environment.
• A background in EdTech or Higher Education is desirable, but not essential.

Benefits

• Working for an organisation where people and culture genuinely matter.
• Excellent training and support with the opportunity for further professional development.
• Performance-related bonus scheme.
• 25 days annual holiday allowance plus bank holidays off.
• 2 wellbeing days a year to rest and recharge.
• Christmas shut-down period for a well-deserved break.
• Company contribution to pension.
• A flexible benefits package, which is customisable by you. You can choose from private health care, life assurance, personal development, cinema tickets, wide range of discounts at retailers and so much more!
• Kinetic provides excellent working environments at its offices, including kitchens with free breakfast, tea, coffee, and refreshments.
• Our social committee organises activities and events throughout the year, and you’ll have the opportunity to do charitable work within the local community.
• Kinetic is an equal opportunity employer, fostering diversity and committed to creating an inclusive environment for all employees.