Customer Experience Manager (Account Management)

Ref
31848
Department
Sales and Marketing
Location
Field-based
Salary
Competitive
Closing date
28/06/2019
Description

Job Description: Customer Experience Manager (Account Management)

Start Date: Immediate 

Reporting to: Head of Customer Success

 

Position Overview

The Customer Experience team at Kallidus are of strategic importance to the company; driving profitability and deep customer relationships, it is the lifeblood of the operation. The Customer Experience Manager is responsible for supporting the customer’s adoption and continued satisfaction with the Kallidus Suite.

The Customer Experience Manager (CEM) is introduced to the customer during the implementation process and becomes the primary “face” to the customer as implementation is closed out and the customer goes live with the solution.

The CEM takes ownership of Kallidus’ relationship with the customer business process owner, providing counsel and guidance aimed at ensuring their successful experience. The CEM is also responsible for growing revenue through cross-sell and expansion activities as well as securing annual renewals. The CEM also serves as an internal advocate for the customer, helping to drive support and change when necessary to help the customer achieve their business objectives.

The CEM will regularly provide best practice recommendations, assist customers in solving point-in-time challenges, and partner with the customer to increase the effective use and adoption of the Kallidus solution. The Customer Experience Manager will be measured on the customer’s utilisation of the solution, closed business from upselling and cross selling additional products and services as well as overall customer satisfaction.

Key Responsibilities

Achieve Customer Success Outcomes by:

  • Driving customer retention, with focus on continuous improvement of the customer experience
  • Growing revenue through up/cross-sell and expansion activities
  • Using analytics to diagnose “at risk” customers and develop retention strategies to address gaps
  • Fully resolving escalated customer issues in a timely manner
  • Obtaining consistently positive feedback in NPS surveys and using feedback to implement change
  • Effectively managing the lifecycle of Customer Experience activities, from go-live, customer support, ongoing configuration as well as addressing improvement opportunities
  • Ensuring customers are encouraged to resign multi-year subscriptions, once they reach the end of their initial 3yr contract term
  • Ensuring each account has a credible account plan for the year ahead
  • Mapping each account spend against Kallidus’ products and services and develop strategies to drive account penetration
  • Supporting new business growth by increasing referenceable customers – a truly happy customer will be willing to tell their story. Partner with senior level customer contacts to drive references
  • Developing and maintaining expert level knowledge of each of Kallidus’ software and services offerings
  • Being proactive in partnering with stakeholders and act as a point of escalation when needed.
  • Fostering collaboration within the Customer Experience team and across customer touch points
  • Collaborating with internal partners in Sales, Marketing, Product, Finance, etc.

Required Experience/Skills:

  • 5 years of experience in a customer success/account management role
  • Ability to manage and influence through persuasion, negotiation and consensus building
  • Experience of selling and or MEDDIC methodology
  • Strong empathy for customers and passion for revenue and growth
  • Analytical and process-oriented mindset
  • Strategic planning and implementation skills, ability to think ahead
  • Employee training and development expertise
  • Proficiency with utilising all manner of technology to advance customer-facing operations, including: Salesforce CRM, Zendesk, MS SharePoint & Teams and business analytics
  • Bachelor’s degree

Compensation:

  • Base Salary: on application
  • Car Allowance: 45p per mile (no other payments)
  • Stakeholder pension
  • Death-in-service 4 x salary
  • Benefits: 25 days’ holidays (excluding public holidays)
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