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 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.
What You’ll Be Doing
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.
Core Skills & Experience
A minimum of 3 years + experience of a customer experience, client services or account management role
A proven track record of achieving targets would be adventurous
A background in EdTech or Higher Education is desirable, but not essential
Demonstrated proficiency with Microsoft Office Suite
Basic knowledge of a CRM system is preferred but not essential
Exceptional oral and written communication skills
An individual with a curious, proactive nature, who is the voice of the customer
Excellent planning, organisation and prioritisation skills
Strong technical background and fluency with the ability to learn new products quickly
Must be 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 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
Kinetic is an equal opportunity employer, fostering diversity and committed to creating an inclusive environment for all employees.
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