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Customer Success Manager (Workday Product)
Kainos
Toronto, CAN
Full Time
Mid
Today
Customer SuccessAccount ManagementWorkdaySalesCRMNegotiation
Free
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Customer SuccessAccount ManagementWorkday
About the Role
Kainos is hiring a Customer Success Manager to partner with post-sale customers, driving adoption, satisfaction, growth, and retention. You will bridge Professional Services, Support, and Business Development teams, focusing on Workday products.
Key Skills for This Role
Customer SuccessAccount ManagementWorkdaySalesCRMNegotiation
Responsibilities
- Develop long term partnerships with customers to ensure they realize full value of their investment in Smart
- Monitor and facilitate customer adoption of the product and provide leadership with understanding of customer business needs
- Establish trusted adviser relationship and act as client advocate inside Kainos
- Act as client liaison between Onboarding, Delivery, and the customer, advocating value of Kainos Workday Products
- Develop Success Plans for customers with clear metrics for success and track progress
- Proactively manage commercial process for Renewals and Upsells, and identify Cross sell opportunities
- Deliver on annual OKRs including Customer Retention, Gross/Net Revenue Retention, Upsell Revenue, and Cross Sell Leads
- Maintain and record customer artefacts such as Proposals, QBR/EBR decks, Account Plans, and Success Plans in EDRM platform
- Ensure client CRM data is accurate and updated weekly in Dynamics and Customer Success platform
- Manage client escalations through to resolution with support of Customer Success Leadership
Requirements
- Considerable experience in a customer facing services role (consulting or sales/account management) including achieving customer retention, sales targets, and customer satisfaction
- Sales, Consulting, Delivery, or Product experience with a consulting/software company
- High achiever with a track record of over achievement vs target in a quota bearing role
- Ability to understand large enterprise clients and map key stakeholders
- Excellent writing and presentation skills with proven capability to deliver a value proposition
- Great networking skills and ability to build relationships with VP to C Level stakeholders
- Proficient in internal customer management tools (MS Dynamics, Salesforce, Gainsight, Planhat)
- Willing and able to travel once per quarter to visit clients
Full Job Posting
Main Purpose of the Role
- Create a world class Customer Success capability for Kainos, retaining clients and expanding footprint.
- Partner with customers post sale to drive adoption and ensure customer satisfaction, growth, and retention.
- Bridge between Professional Services, Operational Support, and Business Development teams.
Key Responsibilities
- Developing long term partnerships with customers to ensure they realize full value of their investment.
- Monitoring and facilitating customer adoption of the product.
- Establishing a trusted adviser relationship and acting as client advocate.
- Acting as client liaison between Onboarding, Delivery, and the customer.
- Developing Success Plans with clear metrics for success.
- Proactively managing commercial process for Renewals and Upsells.
- Delivering on annual OKRs including Customer Retention, Gross/Net Revenue Retention, Upsell Revenue, and Cross Sell Leads.
- Maintaining and recording customer artefacts in EDRM platform.
- Ensuring client CRM data is accurate and updated weekly.
- Managing client escalations through to resolution.
- Deep understanding of Kainos Workday Products portfolio.
- Working with Smart management to identify and resolve issues impacting satisfaction.
Minimum Requirements
- Considerable experience in a customer facing services role (consulting or sales/account management) including achieving customer retention, sales targets, and customer satisfaction.
- Sales, Consulting, Delivery, or Product experience with a consulting/software company.
- High achiever with track record of over achievement vs target in a quota bearing role.
- Ability to understand Large Enterprise clients and map key stakeholders.
- Ability to collaborate and build strong relationships with customers and internal stakeholders.
- Proven ability to engage and support multiple internal corporate functions.
- Excellent writing and presentation skills.
- Great networking skills and ability to build relationships with VP to C Level stakeholders.
- Ability to operate in a competitive and pressurized environment.
- Exemplify Kainos values.
- Ability to plan and meet deadlines.
- Excellent negotiation skills and commercial understanding of contracts.
Desirable
- Working background in agile technology focused company or Cloud SaaS product environment.
- Functional domain knowledge or account management experience with HCM, Financial Management, or Payroll applications.
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