Customer Experience Manager

Ref
64058
Department
Sales and Marketing
Location
Field-based
Salary
Competitive
Closing date
13/07/2020
Description

Job Description: Customer Experience Manager

Start Date: Immediate 

Reporting to: Head of Customer Success

Position Overview The Customer Success team at Kallidus are of strategic importance to the company; driving profitability and deep customer relationships, it is the lifeblood of the operation. Customer Experience Managers are responsible for ensuring the delivery of value through the customer’s adoption and continued satisfaction with the Kallidus Suite.

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

The individual takes ownership of Kallidus’ relationship with the full range of strategic and operational customer contacts, providing counsel and co-ordinating resources aimed at ensuring the customer use and adoption of the Kallidus solutions creates value for the customer. They will be targeted on and responsible for negotiating value and growing revenue through cross-sell and expansion activities as well as securing renewal agreements. 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.

This is a senior role that requires proven experience of selling Human Capital Management services into large enterprises in the UK and internationally. The successful candidate 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. They 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
  • Making full use of Kallidus sales technology platform and methodologies
  • 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 Sucess 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 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 an LMS/Human Capital Management environment at the enterprise level
  • Strong empathy for customers and passion for revenue and growth
  • Analytical and process-oriented mindset
  • Strategic planning and implementation skills, ability to think ahead

 

Benefits:

  • Base Salary: on application
  • 25 days to start annual leave, increases with length of service
  • Birthday off as holiday
  • Bonus scheme up to 10% of basic salary
  • Flexible work options
  • Private medical
  • Workplace pension scheme
  • Death in Service 4 x salary
  • Perkbox
  • Continued professional development and training
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