Kinetic

Manager

• Lead, coach, and develop a distributed support team across the US and UK.
• Build a high-performance culture focused on ownership, collaboration, and continuous improvement.
• Manage schedules, capacity planning, and resource allocation across time zones.
• Own performance management, training, skills development, and hiring.
• Oversee day-to-day support operations for both direct housing support and indirect C&E support.
• Develop and refine workflows, SLAs, escalation paths, and handoff processes between US, UK, and EMEA teams.
• Drive standardization of tools, practices, reporting, and documentation across regions.
• Partner with the EMEA core business to ensure consistent service delivery for the resold C&E solution.
• Establish and maintain a “frictionless” support experience for all customers.
• Monitor support KPIs and customer satisfaction metrics, identifying trends and proactively addressing issues.
• Build scalable support processes to meet the needs of a growing US customer base.
• Collaborate with Product, Engineering, and Customer Success to close the loop on feedback and inform roadmap priorities.

Support Manager

Customer Success Manager

• Support the project team in onboarding new customers
• Deliver remote training sessions—both planned and as needed – to build confidence and ensure adoption
• Own a portfolio of accounts
• Build deep, trusted relationships through regular remote meetings and on-site visits
• Capture and share feedback to shape our product roadmap
• Collaborate across departments to ensure seamless service delivery
• Monitor customer health, anticipate risks, and take proactive steps to ensure long-term satisfaction and loyalty
• Own the full sales cycle for expansion opportunities within your accounts—from discovery and proposal to negotiation and close
• Travel when strategically appropriate—approximately 20% of your time
• Stay curious. Be ready to jump in, figure things out, and grow with us in a fast-paced, evolving environment

• Lead, coach, and develop a distributed support team across the US and UK.
• Build a high-performance culture focused on ownership, collaboration, and continuous improvement.
• Manage schedules, capacity planning, and resource allocation across time zones.
• Own performance management, training, skills development, and hiring.
• Oversee day-to-day support operations for both direct housing support and indirect C&E support.
• Develop and refine workflows, SLAs, escalation paths, and handoff processes between US, UK, and EMEA teams.
• Drive standardization of tools, practices, reporting, and documentation across regions.
• Partner with the EMEA core business to ensure consistent service delivery for the resold C&E solution.
• Establish and maintain a "frictionless" support experience for all customers.
• Monitor support KPIs and customer satisfaction metrics, identifying trends and proactively addressing issues.
• Drive rapid and clear communication with customers, especially around high-priority or escalated cases.
• Ensure the team maintains deep product knowledge across both housing and C&E products.
• Build scalable support processes to meet the needs of a growing US customer base.
• Implement best-practice support methodologies, automation, and knowledge management.
• Collaborate with Product, Engineering, and Customer Success to close the loop on feedback and inform roadmap priorities.
• Act as the operational bridge between US Support, UK Support, the EMEA Support team, and internal product and technical teams.
• Work closely with Sales, Onboarding, and Implementation to align expectations and ensure a smooth customer lifecycle.
• Contribute to customer communications, release planning, and incident management.

Global Support Manager

Administration

• Configure and deploy modules across the Kx software suite (e.g., KxCatering, KxEngage, KxBnB, Web 2.0) based on client and project requirements.
• Customise workflows, templates, system parameters, and user permissions to deliver tailored, scalable solutions.
• Test and roll out new modules or features, ensuring smooth integration and optimal functionality.
• Support project managers in maintaining schedules, updating project plans, and preparing status reports.
• Coordinate meetings, manage action items, and maintain structured project documentation.
• Assist in the rollout and optimisation of project management tools and methodologies (e.g., Agile, Waterfall).
• Work closely with internal and external stakeholders to gather requirements, document needs, and translate them into effective system configurations.
• Prepare clear and concise reporting, dashboards, and process documentation.
• Deliver user training and support for successful adoption of configured systems.
• Ensure all system configurations align with regulatory and industry best practices.
• Continuously seek opportunities to improve internal processes, project delivery, and system performance.
• Contribute to project reviews and quality assurance initiatives to maintain standards.

Configuration and Administration Analyst

Business Development Rep

• Own and drive new logo acquisition across the US higher education market, with a focus on housing, residence life, conferencing, events, and campus operations teams
• Build pipeline from scratch through targeted outreach, relationship development, industry networking, and creative prospecting across multiple channels
• Run discovery calls and product demonstrations — remote and on-site - that connect Kinetic's capabilities to each institution's specific operational challenges
• Navigate complex, multi-stakeholder sales cycles involving procurement, IT, housing leadership, and executive sponsors
• Lead RFP responses in a disciplined, organized way that keeps your pipeline moving
• Represent Kinetic at trade shows and conferences — generating leads, building brand presence, and learning the market
• Negotiate contracts and close agreements that create long-term value for both sides
• Keep your CRM immaculate and your follow-up relentless
• Stay close to industry trends in higher education and residence life — and use that knowledge to open more doors

Business Development Manager – New Logo

Learning and Development

• Lead the instructional design and development of assigned learning products, including standalone digital courses and instructional offerings
• Act as primary contact person for authors, acquisitions editors, editorial staff, and other HK staff on assigned projects
• Collaborate with acquisitions staff, editorial staff, authors, and other stakeholders to conceptualize projects
• Provide acquisitions staff with accurate guidance about the time and cost required to implement project objectives
• Develop prototypes or proofs of concept when appropriate and provide examples from inside or outside of HK to show possible approaches to meeting project objectives

Support Manager

Customer Success Manager

Global Support Manager

Configuration and Administration Analyst

Business Development Manager – New Logo

Instructional Designer I