Join Kainos and Shape the Future
At Kainos, we’re problem solvers, innovators, and collaborators—driven by a shared mission to create real impact. Whether we’re transforming digital services for millions, delivering cutting‑edge Workday solutions, or pushing the boundaries of technology, we do it together.
Main Purpose & Responsibilities in the Business
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. You will have a high level of business acumen along with high emotional intelligence and 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 and proactively engage your portfolio of customers to achieve long‑term success and drive value for them from Kainos EDM.
- Workday Roadmap – through your in‑depth customer engagement you will gain a clear understanding of our customers’ Workday roadmap and link key events to how our EDM product can support clients to realise maximum value with minimal risk.
- Bridging the Gap – act as the client liaison between all Kainos EDM functions; Services, Support and Product Development ensuring a seamless customer journey and proactively identifying and addressing any value problems.
- Kainos EDM Expert – demonstrate in‑depth knowledge and first‑hand experience with the positive impact Kainos EDM can have and articulate 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. Monitor and facilitate customer adoption of EDM ensuring value is recognised and communicated to key stakeholders.
- Customer Advocate – act as the client advocate inside Kainos, providing feedback to product and development teams to improve Kainos’ EDM offering and advocate for customer needs in roadmap planning and enhancements.
- Value Planning – create value plans including strategic business objectives and associated OKRs that specify how the customer measures value. Keep these updated in the relevant Customer Value dashboards.
- Retention – support Customer Success teams for retaining all product subscriptions across your customer base, proactively identifying and reporting on any retention risks and taking corrective actions with other Kainos functions to mitigate.
- CRM Management – accurately report on customer status using EDM Health and Customer Status indicators in the chosen toolset.
- Issue Management – manage escalations and work closely with technical support teams to resolve platform‑related issues swiftly, ensuring customer satisfaction by providing timely responses and maintaining open communication.
- Growth Partnership – work closely with an aligned Account Director or Account Manager to 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 experience as a Customer Value Manager or Customer Success Manager in a 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 identifying both opportunity and risk.
- 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.
- Excellent networking skills and ability to build relationships internally and externally, from SME to VP or C‑Level stakeholders.
- Capacity to operate in a fast‑moving, constantly changing environment.
Desirable Criteria
- Previous experience working in a Workday environment.
Embracing Our Differences
At Kainos, we believe in the power of diversity, equity and inclusion. We are committed to building a team that is as diverse as the world we live in, where everyone is valued, respected, and given an equal chance to thrive. We actively seek out talented people from all backgrounds, regardless of age, race, ethnicity, gender, sexual orientation, religion, disability, or any other characteristic that makes them who they are. We also believe every candidate deserves a level playing field.
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