Customer Success Manager (Workday Product)

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.

We believe in a people-first culture, where your ideas are valued, your growth is supported, and your contributions truly make a difference. Here, you’ll be part of a diverse, ambitious team that celebrates creativity and collaboration.

Ready to make your mark? Join us and be part of something bigger.

MAIN PURPOSE OF THE ROLE & RESPONSIBILITIES IN THE BUSINESS:

Our vision is to create a world-class Customer Success capability for Kainos,fuelledby a diverse range ofhighly talentedand motivated professionals working collaboratively and innovatively to ensure weretainclients and expand our footprint within existing clients to continue our growth trajectory.

We do this via an open and supportive environment where colleagues can share information, learn from oneanotherand excel in their own career. With consistent ways of working aligned to industry best practice, weretainand grow our footprint bydelivering onthe clients desired outcomes for our market-leading offerings.

As a Customer Success Manager (Consultant) at Kainos, you will partner with our customers post-sale to drive adoption and ensure customer satisfaction, growth, and retention. You will be the bridge between our Professional Services, OperationalSupportand Business Development teams. You will work directly with customers to ensure that their overall user experience with Kainos Smart is a success.

We are looking for an individual whostrikethe right mix of sales, account management, domainknowledgeand customer management skills.

Your key responsibilities will include:

• Developinglong termpartnerships with our customers to ensure that theyrealisethe full value of their investment in Smart.

• Monitoring andfacilitatingthe customer’s adoption of our Product and providing the Smart Leadership and Smart Product team with an understanding of customer’s overall business needs as they relate to our products and services.

• Establishing a trusted adviser relationship, you will be the client advocate inside Kainos that works to ensure our customer’s overall satisfaction with our product and services.

• Actingasthe client liaison between Onboarding,Deliveryand the customer,with a focus on advocatingthe value ofKainosWorkday Products acrossSmartTest, Smart Audit, Smart Shield, EDMandPay Transparency, and helping clientsmaximiseROI fromthe fullproductportfolio.

• Developing ‘Success Plans’ for customers that define clear metrics for success, and reporting andtracking on same.

• Proactively managing the commercial process for Renewals and Upsells as well asidentifyingCross-sell opportunities within existing clients.

• Delivering onannual OKRs in line with team and individual standardsincluding;Customer Retention,Gross/Net Revenue Retention, Upsell Revenue, In BU and Inter BU Cross-Sell Leads.

• Maintaining and recording all relevant customer artefacts such as Proposals, QBR/EBR decks, AccountPlansand Success Plans are stored in our EDRM platform.

• Ensuring that all client CRM data isaccurateand updated weekly inDynamicsand all renewal and upsells data held inDynamicsisaccurateand updated weekly.Alongsidemaintainingthe Customer Success platform for yourbook of business.

• Leveraging customer relationships as needed for prospect references.

• Managing client escalationsthrough toresolution with the support of Customer Success Leadership.

• Deep understanding of the Kainos Workday Products portfolio, including Smart Test, Smart Audit, Smart Shield, EDM and Pay Transparency, as well as the related deployment and delivery models.

• In depth understanding of the Workday platform and surrounding ecosystem ‘in region’.

• Demonstrating competency across the Kainos Workday Products portfolio, including Smart Test, Smart Audit, Smart Shield, EDM and Pay Transparency, and understanding how each product supports customer outcomes across areas such as testing, audit, security, employee documentmanagementand compliance.

• Demonstrating an understanding of the Kainos Services for Workday offerings.

• Working with the Smart management and leadership team to identify/resolve all issues that couldimpactsatisfaction.

• Complying withall confidentiality and non-disclosure policies and/or agreements andensures security of information at all times.

MINIMUM (ESSENTIAL) REQUIREMENTS:

• Considerable experience in a customer facing services role (consulting or sales/account management) that includes achieving customer retention, salestargetsand customer satisfaction.

• Sales, Consulting, Delivery or Product experience either as an internal consultant or with a consulting/software company whoprovideproducts and services to their clients.

• High achiever. Havinga highly successfultrack recordof over achievement vs target in a quota bearing role.

• Demonstrate an ability to understand Large Enterprise (often Fortune 500) size clients and methods for mapping out key stakeholders and client processes across multiple business functions as they relate to our products and services.

• An ability to collaborate and build strong relationships with both customers and internal stakeholders.

• Proven ability to engage and support multiple internal corporate functions (Professional Services, Customer Support, Product and Sales & Marketing).

• Excellent writing and presentation skills with proven capability to deliver a value proposition in a competitive and often challenging environment.

• Great networking skills and the ability to build strong andappropriate relationshipswith VP to C-Level client stakeholders.

• Ability tooperatein a highly competitive andpressurisedenvironment, making sensible decisions thatdon’tcompromise Kainos.

• Exemplify and live the ‘Kainosvalues’.

• Ability to plan and meet deadlinesin accordance withbusiness requirements.

• Excellent;negotiation skills and commercial understanding of contracts.

• Willing and able to travel once per quarter to visit clients (inregion).Additionaltravel may berequiredfrom time to time to attend Conferences, User Groups and or handle client escalations.

• Proficient in the use ofinternal customer managementtools (MS Dynamics, Salesforce, Gainsight,Planhat.).

DESIRABLE:

• Working background in either an agile technology focused company or Cloud SaaS product environment with an appreciation and acceptance that weoperatein adynamicfast movingenvironment.

• Functional domain knowledge or account management experience with Human Capital Management, Financial Management, or Payroll applications and/or system implementation.

PEOPLE MANAGEMENT:

Your role may or may not involve managing people. Where you do have direct reports, your responsibilities may include:

• Agreeing,settingand reviewingyour and yourteam’s goals aligned to Kainos, Workday BU and your Capability.

• Providing support so that your and your team’s goals can be achieved.

• Reviewing and refining goals for relevance andto keepperformance on track.

• Reviewing performance against goals andprovidefeedback.

• Conducting 1:1 monthly and/or projectcompletionfeedback meetings.

• Requesting and providing regular feedback in Workday.

• Completing End of Year reviews andagreeingthe outcomes for the year.

• Identifyingtraining to supportyour and yourteam’s development.

• Pursuing and supportingyourand your team members’ career paths and progression.

• Reviewing weekly workload forecasting (staff allocations and timesheet checks) andutilization.

• Activelybeing involvedin recruitment/interviews.

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.

Our friendly talent acquisition team is here to support you every step of the way, so if you require any accommodations or adjustments, we encourage you to reach out.

We understand that everyone's journey is different, and by having a private conversation we can ensure that our recruitment process is tailored to your needs.

Originally posted on Himalayas