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About the role
Key responsibilities & impact- Partner with customers post-sale to drive adoption and ensure customer satisfaction, growth, and retention.
- Monitor and facilitate the customer’s adoption of our Product and provide the Smart Leadership and Smart Product team with an understanding of customer’s overall business needs as they relate to our products and services.
- Establish a trusted adviser relationship, you will be the client advocate inside Kainos that works to ensure our customer’s overall satisfaction with our product and services.
- Act as the client liaison between Onboarding, Delivery Towers and the customer with a focus on advocating Kainos Smart Automated test strategy and how the client can maximise their ROI from our product.
- Develop ‘Success Plans’ for customers that define clear metrics for success, and reporting and tracking on same.
- Proactively manage the commercial process for Renewals and Upsells as well as identifying Cross-sell opportunities within existing clients.
- Deliver on annual OKRs in line with team and individual standards including; Customer Retention, Net Revenue Retention, Upsell Revenue, In BU and Inter BU Cross-Sell Leads.
- Maintain and record all relevant customer artefacts such as Proposals, QBR/EBR decks, Account Plans and Success Plans are stored in our EDRM platform SharePoint.
- Ensure that all client CRM data is accurate and updated weekly in Salesforce and all renewal and upsells data held in Salesforce is accurate and updated weekly.
- Leverage customer relationships as needed for prospect references.
- Manage client escalations through to resolution with the support of Customer Success Leadership.
Requirements
What you’ll need- Considerable experience in a customer facing services role (consulting or sales/account management) that includes achieving customer retention, sales targets and customer satisfaction.
- Sales, Consulting, Delivery or Product experience either as an internal consultant or with a consulting/software company who provide products and services to their clients.
- High achiever. Having a highly successful track record of over achievement vs target in a quota bearing role.
- Demonstrate an ability to understand Large Enterprise (often Fortune 500) size clients and methods for mapping out key stakeholders and client processes across multiple business functions as they relate to our products and services.
- An ability to collaborate and build strong relationships with both customers and internal stakeholders.
- Proven ability to engage and support multiple internal corporate functions (Professional Services, Customer Support, Product and Sales & Marketing).
- Excellent writing and presentation skills with proven capability to deliver a value proposition in a competitive and often challenging environment.
- Great networking skills and the ability to build strong and appropriate relationships with VP to C-Level client stakeholders.
- Ability to operate in a highly competitive and pressurised environment, making sensible decisions that don’t compromise Kainos.
- Exemplify and live the ‘Kainos values’.
Benefits
Comp & perks- Health insurance
- Flexible working hours
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer retentionsales targetscustomer satisfactionconsultingaccount managementsuccess plansCRM data managementSalesforcereportingtracking
Soft Skills
relationship buildingcollaborationcommunicationpresentation skillsnetworkingproblem-solvingadvocacyclient managementstakeholder engagementdecision making