Customer Value Manager (Workday Product)

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. We are looking for an individual who has customer value management, service delivery or account management experience. You will have a high level of business acumen along with high emotional intelligence. Some travel will be expected.  

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. You will proactively identify where value is not being realised and work customer and internal teams to take appropriate corrective actions.  

• Workday Roadmap – Through your in-depth customer engagement you will glean a clear understanding of our customers Workday roadmap and be able 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. Working to ensure our customer’s overall satisfaction. 

• 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.