This vacancy is now closed

Ref
106021
Department
Sales and Marketing
Location
Bristol, Cirencester, Field-based, Remote (UK)
Salary
Competitive
Closing date
10/12/2021
Description

Join a team unleashing potential in ourselves and others

Job Description: Customer Experience Manager

Location: Remote based

Reporting to: Head of Customer Success

Position Overview
The Customer Success team at Kallidus are of strategic importance to the company; driving profitability and deep customer relationships, it is the lifeblood of the operation. Customer Experience Managers (CEM) are responsible for ensuring the delivery of value through the customer’s adoption and continued satisfaction with the Kallidus Suite.

The Customer Experience Manager (CEM) is an account manager; introduced to the customer during the implementation process and becomes the primary “face” to the customer as implementation is completed and the customer goes live with the solution.

Key Responsibilities
Achieve Customer Success Outcomes by:

  • Proactively uncovering, negotiating, and closing invoiced sales through up/cross-sell and expansion activities including monthly and quarterly customer reviews.
  • Driving customer retention, with focus on continuous improvement of the customer experience through proactive customer engagement via online events and facilitating customer communities of practice.
  • Making full use of Kallidus sales technology platform and methodologies; maintaining up to date customer contacts in CRM and leveraging all aspects of Kallidus sales technology to drive optimised volume of personalised engagement.
  • Using analytics to diagnose “at risk” customers and develop retention strategies to address gaps.
  • Resolving escalated customer issues in a timely manner.
  • Obtaining consistently positive feedback in NPS surveys and using feedback to implement change.
  • Effectively managing the lifecycle of Customer Success activities, from go-live, customer support, ongoing configuration as well as addressing improvement opportunities.
  • Mapping accounts spend against Kallidus’ products and services and develop strategies to drive account penetration.
  • Supporting new business growth by increasing referenceable customers.
  • Developing and maintaining expert level knowledge of each of Kallidus’ software and services offerings.
  • Proactive in partnering with stakeholders and act as a point of escalation when needed.
  • Fostering collaboration within the Customer Success team and across customer touch points.
  • Collaborating with internal partners across Kallidus.
  • Operating in accordance with Kallidus values of Integrity, Collaboration and Curiosity at all times.

Required Experience/Skills:

  •  3 years B2B SaaS sales experience.
  • Proactive in attitude and approach
  • Organised and methodical
  • Able to manage and influence through persuasion, negotiation, and consensus building.
  • Strong empathy for customers and passion for revenue and growth
  • Analytical and process-oriented mindset.
  • Strategic planning and implementation skills, ability to think ahead.
  • Strong client relationship management skills.

Benefits

  • 25 days holiday rising with length of service
  • Birthday holiday
  • Private medical
  • Perkbox
  • Life Assurance
  • Flexible working options
  • Cycle to work scheme
  • Pension
  • Continued professional development

 

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