Customer Success Manager 57104

Customer Success Manager 57104

Department: Customer Experience

Employment Type: Permanent - Full Time

Location: Milton Keynes

Compensation: £35,000 - £40,000 / year

Description

About Kinetic

Kinetic was founded in 1998 with one aim: to develop the most innovative software to help university accommodation and conferencing teams deliver the best student and customer experiences possible.

Fast forward 25 years, and we are now the technology partner of choice to the worlds' leading universities, colleges and accommodation providers. We are ranked on the APUC framework for student accommodation management, conferencing and events management, and multifunctional management systems. Our big hairy audacious goal (BHAG) is to achieve £50m net revenue by 2032 and for every person in a university to experience a Kinetic product.

We supply mission-critical software for over 350 customers worldwide, and we are trusted partners to over 80% of universities in the UK!

Since 2015, Kinetic has been part of the Volaris Group. Volaris help strengthen and grow vertical market software companies so, like Kinetic, they become leaders in their industry.

What will I be doing?

The Customer Experience Manager (CXM) looks after 40-50 EMEA Accounts with extreme ownership and accountability of the success and experience of each customer. A CXM's typical week involves customer meetings, virtual or on site, supporting customers with product utilisation, success, and momentum on their account.

You will work alongside the wider teams including Customer Support, Professional Services and Sales teams, to name a few. You may be supporting some customers remotely; however, this role also has the requirement and expectation to travel across UK, IRE and on occasion overseas.

You will build strong relationships with Kinetic customers at all levels with the aim of ensuring customer satisfaction and minimising any form of attrition. You will have a consultative, customer-centric approach to the identification and implementation of solutions that meet the customer's needs. The successful person is an essential part of the future success of this team.

We're not the type of business who provides a set of rules, we trust our people, we provide meaningful goals and we let them fly.

In this role you'll bring your personality, your flair for customer service and you'll likely enjoy and be able to deliver the following:

• Have a strong, confident presence when leading account meetings which will help you to form strong relationships with contacts at all levels for your own dedicated accounts.
• Ensure progress and satisfaction through NPS and CSAT scores, consulting with Project Managers and Support Analysts if any projects and/or tickets are halted and have accountability on the progression and resolution of these to deadlines.
• Help drive your customers short to long-term plans and expand their use of the Kx product suite by understanding their challenges and suggesting solutions, passing leads directly to the Sales team to provide demonstrations and progress opportunities.
• Proactively offer and sell training to all customers, and specialise in an area of our product suite to deliver new starter training where possible.
• Understand any gaps in the market or improvements to products needed due to feedback from customers. Discuss feedback with the rest of the Sales and Products teams to help shape the product development roadmap.
• Collaborate with the rest of the business team to share industry knowledge, customer feedback and new ideas.
• Ensure all customer interactions are logged in Salesforce and understand the importance of this activity, ensuring accurate data and audit is available for business insights.

What skills, knowledge and expertise do I need?

• Strong experience in customer experience, client services or an account management role
• Demonstratable success in meeting or exceeding KPI's related to customer retention & satisfaction
• Proficient in using a CRM software. Salesforce is a bonus
• Comfortable with technical products & solutions, with the ability to grasp and articulate complex concepts. Prior experience in SaaS is a bonus.
• Proven ability to manage multiple projects or accounts simultaneously, meeting deadlines and prioritising tasks effectively in a fast-paced environment.
• A background in EdTech or Higher Education is desirable, but not essential

What other great things come with the role?

At Kinetic, we believe work should come with rewards that make a real difference. Here's just a taste of what you can expect when you join us:

• 25 days holiday (plus bank holidays) - with extra days the longer you're with us
• Two paid wellbeing days each year, with a budget to enjoy some time out with someone important to you
• Enhanced pension contributions to support your future
• Two paid days a year to give back through volunteering, charity work, or sustainability projects with our Green Team
• Salary sacrifice schemes for electric vehicles and cycle-to-work
• 24/7 access to our Employee Assistance Programme for confidential advice and support
• A full annual health check to keep you at your best
• A flexible benefits platform - from life assurance and learning opportunities to retail discounts and cinema tickets
• A genuine people-first culture where your growth and wellbeing come first
• Performance-related bonus scheme to reward your contribution
• Regular socials - from team get-togethers to all-company celebrations, with each department owning a budget for their events
• The opportunity to attend group conferences, away days and learning forums both in the UK and abroad - network with other talent

We've created a welcoming office environment, with well-stocked kitchens offering free breakfast, fresh fruit, hot and cold drinks, and a range of tuck shop goodies to keep you fuelled throughout the day.

Kinetic is an equal opportunity employer, fostering diversity and committed to creating an inclusive environment for all employees.