Associate Customer Success Manager
The Associate Customer Success Manager (CSA) role at Kallidus is pivotal in driving customer satisfaction, proactive engagement and inspiring realisation of customer success measures.
You’ll work closely alongside Customer Support and Customer Education teams, to help customers derive value from Kallidus products.
In this role, you will develop an intimate knowledge of Kallidus software, industry best practices, and act as a trusted advisor to customers. You will also act as a key internal stakeholder, acting as a voice of the customer within Kallidus.
Around 60% of the CSA role will entail proactively working with customers to:
- Review success measures and explore the realisation of their desired outcomes.
- Make proactive recommendations of how customers can use Kallidus to help them toward people success.
- Build strategic value-add customer relationships to contribute toward customer retention goals.
- Support customers throughout the full customer lifecycle.
- Success of these health checks will be measured by achieving/improving appropriate feature adoption, customer retention, customer satisfaction (CSat), case study/reference suitability, and identification of upsell/cross sell opportunities.
Key Responsibilities & Accountabilities:
- Understand, diagnose, document, and support customer’s in reaching their success measures.
- Support customer retention, focusing on continuous improvement of the customer experience and development of the customer relationship.
- Fully resolve escalated customer issues in a timely manner.
- Obtain positive feedback from customers, using feedback to implement change.
- Share wealth of knowledge and skills with teammates.
- Contribute to team retention goals.
- Contribute to team initiatives, workshops, upskilling as required.
- Develop and maintain an in-depth level knowledge of each of the core Kallidus’ software: Learn, Perform, Off-The-Shelf content (OTS).
- Foster collaboration within the Customer Experience team (CEMs) and across customer touch points.
- Collaborate with Customer Education and Customer Support to deliver and act as SME to develop our Customer Operations offering, education materials, and to boost the customer experience.
Key Skills and Knowledge:
- Understanding of HR/L&D, with exposure to configuration and implementation software systems.
- Excellent communication skills, able to build and maintain strong working relationships, with a diverse set of internal and external stakeholders.
- Enthusiasm for working with customers and colleagues alike, innovative thinking, and proactive in their way of working.
- Problem-solving experience.
- Knowledge of B2B SaaS
- Ability to show initiative and demonstrate critical thinking skills using customer data.
- Commitment to the Kallidus values of Integrity, Collaboration and Curiosity.
What’s in it for you:
- Annual Bonus Scheme, Life Insurance & Workplace Pension Scheme
- Private Medical Insurance and Dental, Optical and Audio Cover
- 25 days holiday increasing to 28 with service + birthday holiday and Holiday Trading
- Benefits Portal and Cycle to work scheme
- Employee Assistance Programme, Family Friendly benefits
- Hybrid Working and Home Office set up assistance
How we collaborate:
- Exciting Summer and Christmas parties & Fun Team Days
- Recognition programs (Employee Success Awards, Employee Service Awards, Team of the Quarter)
- Volunteering Committee
Why Join Kallidus:
People are at the heart of everything we do and the key to our success, so it’s important that we recruit individuals who share and represent our values. Curiosity, integrity, collaboration – these are the values we live by. You need to ask questions and to find out why. You need to be true to your word. And you need to be proud to be part of something bigger, working with others will come naturally to you. At Kallidus, we champion our people’s success.
Kallidus helps our customers nurture a culture of self-led learning and ensures compliance with a user-friendly learning platform that makes learning simple and effective, whilst also driving performance with continuous feedback, goal tracking and flexible reviews.
Can you see yourself helping us take our growth to the next level? We invite you to come and discover for yourself the exciting future ahead of you.
Kallidus is a proud member of the Disability Confident Employer Scheme. We work hard to build an explicitly inclusive space where everybody belongs. Kallidus is a supportive, caring, and enjoyable working environment for all our people, and we are committed to furthering the diversity of our teams.
Diversity brings innovation and creativity through different views, backgrounds, and opinions; as a people-first organisation, it’s crucial that our teams reflect global diversity.
Our people are the heart of our success, and diversity is what drives that. Kallidus positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, region or belief, marital status, pregnancy or maternity.