Kallidus City Of Bristol, England, United Kingdom
Overview
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This range is provided by Kallidus. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Base pay range: information not specified here; contact recruiter for details.
The Job
The Customer Success Manager (CSM) role at Kallidus is pivotal in driving customer satisfaction. As a senior member of the Customer Success Management Team, you will be responsible for the realization of customer success measures by proactively engaging customers to derive value from Kallidus products. The CSM works in alignment with the wider Customer Success team, including Professional Services, Customer Support and Customer Education. The role will partner with the Customer Experience Team to drive customer retention and continue to deliver exceptional customer experiences.
The CSM will develop a deep knowledge of Kallidus software, demonstrate industry best practices, and act as a trusted advisor to customers across multiple sectors and products. They will also act as a key internal stakeholder, representing the voice of the customer within Kallidus and being part of projects and development.
Your responsibilities
* Have a deep understanding, conduct thorough investigation, document, and resolve challenges and queries to support customers in reaching their success measures.
* Support customer retention, with focus on continuous improvement of the customer experience and development and deepening of the customer relationship
* Take ownership of escalated customer issues in a timely manner.
* Obtain feedback from customers and use feedback to suggest change ideas.
* Deliver Customer Success and Engagement calls
* Complete and update Healthscores across our customer base
* Harness customer sentiment and advocacy via case studies and thought leadership
* Design and deliver customer workshops, focused on onboarding, optimisation, and expansion strategies
* Share wealth of knowledge and skills with teammates.
* Take ownership of individual and contribute to team retention and activity goals.
* Design and contribute team initiatives, workshops, and 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).
* Nurture 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.
Your Skills, Experience and Behaviours
* In depth knowledge 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.
Kallidus is a disability confident employer. 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.
Proud member of the Disability Confident employer scheme.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Customer Service
* Industries: Software Development and E-Learning Providers
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