The Role
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. The role requires travel across the UK, Ireland, and occasionally overseas. You will build strong relationships with Kinetic customers at all levels to ensure customer satisfaction and minimise attrition, taking a consultative, customer‑centric approach to identifying and implementing solutions that meet their needs.
What You’ll Be Doing
- Lead account meetings with a strong, confident presence, building relationships with contacts at all levels for your dedicated accounts.
- Ensure progress and satisfaction through NPS and CSAT scores, consulting with Project Managers and Support Analysts when projects or tickets are halted, and holding accountability for resolution to deadlines.
- Drive short‑ and long‑term plans for customers and expand their use of the Kx product suite by understanding challenges and suggesting solutions, passing leads directly to the Sales team for demonstrations and progress opportunities.
- Proactively offer and sell training to all customers, specialising in an area of the product suite to deliver new‑starter training where possible.
- Identify gaps in the market or product improvements needed due to customer feedback, discuss this with the Sales and Products teams, and help shape the product development roadmap.
- Collaborate with the business team to share industry knowledge, customer feedback, and new ideas.
- Log all customer interactions in Salesforce, ensuring accurate data for business insights and audit.
What You’ll Bring
- A minimum of 3 years of experience in customer experience, client services, or account management.
- A proven track record of achieving targets.
- A background in EdTech or Higher Education is desirable.
- Demonstrated proficiency with Microsoft Office Suite.
- Basic knowledge of a CRM system is preferred.
- Exceptional oral and written communication skills.
- A curious, proactive nature, acting as the voice of the customer.
- Excellent planning, organisation and prioritisation skills.
- Strong technical background and fluency, with the ability to learn new products quickly.
- Proactive and capable of producing quality work with minimal supervision.
Benefits & Perks
- 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 time out with someone important to you.
- Enhanced pension contributions.
- 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 an Employee Assistance Programme for confidential advice and support.
- A full annual health check.
- 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 and events, 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.
Kinetic is an equal opportunity employer, fostering diversity and committed to creating an inclusive environment for all employees.
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