At a Glance
- Tasks: Drive customer success and satisfaction while managing relationships and ensuring value from Kainos' solutions.
- Company: Join Kainos, a forward-thinking tech company focused on innovation and collaboration.
- Benefits: Enjoy a supportive culture, competitive salary, and opportunities for personal growth.
- Other info: Be part of a diverse team that values creativity and embraces change.
- Why this job: Make a real impact by helping clients maximise their investment in cutting-edge technology.
- Qualifications: Experience in customer value management or account management, with strong relationship-building skills.
The predicted salary is between 60000 - 75000 £ 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.
- Workday Roadmap – Through your in‑depth customer engagement you will glean a clear understanding of our customers' Workday roadmap and be able to 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 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.
- Value Planning – Creating Value Plans including Strategic Business Objectives and associated OKRs, that specify how the customer measures value. These will be kept up to date in the relevant Customer Value dashboards at all times.
- 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 (recovery plans) in collaboration with other Kainos functions to mitigate.
- 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.
- 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.
What we are looking for:
- Previous Customer Value Manager or Customer Success Manager in SaaS environment.
- 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.
Desirable criteria:
- Previous experience working in Workday environment.
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 Belfast employer: Role, Inc.
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 Belfast
✨Tip Number 1
Network like a pro! Reach out to current or former Kainos employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Value Manager role. Personal connections can give you insights that no job description can.
✨Tip Number 2
Prepare for the interview by understanding Kainos' Workday solutions inside out. Familiarise yourself with their customer success stories and think about how you can contribute to their mission. Show them you’re not just another candidate, but someone who’s genuinely excited about what they do!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples from your past roles that demonstrate your customer value management experience. Highlight how you’ve built relationships and driven customer satisfaction – this is key for the CVM role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Kainos team. Let’s get you in there!
We think you need these skills to ace Customer Value Manager (Workday Product) in Belfast
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Value Manager role. Highlight your experience in customer success and how it aligns with Kainos' mission to create real impact. We want to see how you can bring value to our team!
Showcase Your Soft Skills:Since this role requires high emotional intelligence, don’t forget to showcase your interpersonal skills. Share examples of how you've built strong relationships with clients or stakeholders in the past. We love a good story that demonstrates your ability to connect with others!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate a well-structured application that gets straight to the heart of your qualifications and experiences.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Kainos!
How to prepare for a job interview at Role, Inc.
✨Know Your Customer Value Management
Make sure you understand the ins and outs of customer value management, especially in a SaaS environment. Brush up on how Kainos’ EDM solutions can drive customer satisfaction and retention. Be ready to discuss specific examples of how you've successfully managed customer relationships in the past.
✨Showcase Your Emotional Intelligence
As a Customer Value Manager, emotional intelligence is key. Prepare to demonstrate your ability to build strong relationships with stakeholders. Think of scenarios where you've navigated difficult conversations or resolved conflicts effectively, and be ready to share those stories.
✨Understand the Workday Roadmap
Familiarise yourself with the Workday roadmap and how it aligns with Kainos’ EDM product. Be prepared to discuss how you would help clients realise maximum value from their investments. Showing that you can connect the dots between client needs and product capabilities will set you apart.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage customer success. Think about potential challenges a customer might face and how you would proactively address them. This will show your strategic thinking and readiness to advocate for customers.
