As a Customer Value Manager (CVM) at Kainos, you will be the trusted advisor and partner with our customers to drive EDM adoption and ensure customer satisfaction, growth, and retention. You will build strong relationships with key customer stakeholders and act as the bridge between our Services, Support, and Product Development teams to help clients unlock the full potential of their investment in Kainos’ solutions. You will work directly with customers to ensure that their overall experience with our EDM solution delivers against the desired outcomes and continuously measure customer success and value.
Main purpose of the role & responsibilities in the business
* Provide proactive Customer Success and Value Management – Build and maintain strong, long‑term relationships with key stakeholders including HR and IT teams, conduct regular check‑ins, and manage your portfolio of customers to achieve long‑term success and drive value for our customers from Kainos EDM.
* Workday Roadmap – Understand customers’ Workday roadmap and link key events to how our EDM product can support clients in realizing maximum value with minimal risk.
* Bridging the Gap – Serve as the client liaison between all Kainos EDM functions; Services, Support, and Product Development to ensure a seamless customer journey and proactively address any value problems.
* Kainos EDM Expert – Possess in‑depth knowledge and first‑hand experience of the positive impact Kainos EDM can have and articulate specific use cases to both SME/Functional Analysts and Executives.
* Adoption and Value Management – Work with clients to define success metrics and track the realization of value through Kainos EDM solutions, monitoring and facilitating customer adoption of EDM.
* Customer Advocate – Provide feedback to the product and development teams to improve Kainos’ EDM offering and advocate for customer needs in roadmap planning and enhancements.
* Value Planning – Create Value Plans, including Strategic Business Objectives and associated OKRs, that specify how the customer measures value and keep them updated in the relevant dashboards.
* Retention – Support Customer Success teams in retaining all product subscriptions, identify and report on retention risks, and take corrective actions in collaboration with other Kainos functions.
* CRM Management – Accurately report customer status using EDM Health and Customer Status indicators in the chosen toolset.
* Issue Management – Manage escalations and work closely with technical support teams to resolve platform‑related issues swiftly.
* Growth Partnership – Collaborate with an aligned Account Director or Account Manager to identify upsell and cross‑sell opportunities based on customer needs and usage patterns.
What We Are Looking For
* Previous Customer Value Manager or Customer Success Manager experience in the Workday ecosystem.
* Significant experience in technology‑related customer‑facing roles with a track record of achieving retention and customer satisfaction.
* Commercial acumen with a proven ability to identify both opportunities and risks.
* Experience in an agile, tech‑focused or Cloud SaaS environment.
* Ability to understand Large Enterprise clients, map out key stakeholders, and client processes related to our products and services.
* Strong networking skills and ability to build relationships internally and externally, from SME to C‑Level stakeholders.
* Ability to operate in a fast‑moving environment that constantly adapts to change.
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.
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