VP Customer Success

When you join Kainos, you get to think beyond limitations to make an immediate and positive impact - like transforming digital services for millions of citizens or helping Fortune 500 companies get live and thrive on Workday.

You'll be part of a people-first culture that is growing around the world. We're a creative, committed, and diverse group of individuals who succeed as a team.

At Kainos your ideas are heard and valued and you'll leave a legacy that you can feel proud of. Join us and discover how our people write our story.

As a VP, Customer Success (Principal) at Kainos, you will partner with our customers during and post-sale to drive adoption and ensure customer satisfaction, growth, and retention. You will manage a team of Client Directors responsible for achieving a set of OKRs set by BU Leadership. You will be the bridge between our Services & Product and Business Development teams. You will work directly with Client Directors, setting their career direction, goals and enabling them to work with all our Workday customers to achieve a high level of success and satisfaction.

We are looking for an individual who strikes the right mix of account management, business development, domain knowledge and customer and team management skills.

Your key responsibilities will include:

Customer Success

• Establishing and implementing a customer success methodology that aligns with the overall business development capability.

• Developing long term, executive partnerships with our customers to ensure that they realize the full value of their investment in Kainos.

• Establishing a trusted adviser relationship that works to ensure customer's overall satisfaction with our services.

• Acting as a liaison between our delivery team, operational support and the customer with a focus on advocating for Kainos Services.

• Developing engagement plans for customers that outline their metrics for success, and reporting and tracking on same.

• Strong proficiency in the Kainos Deployment Strategies for all offerings across the Workday Practice in order to maintain customer expectations while ensuring delivery team alignment.

• Demonstrating competency in the Workday Services & product suite.

• Demonstrating a high-level understanding of the Products and Services across wider Kainos i.e. Digital Services.

• Playing an innovative role in suggesting service enhancements that will ultimately lead to additional opportunities for the Workday Practice

TEAM DEVELOPMENT & MANAGEMENT

• Serving as the final escalation point as required from the Client Directors.

• Team leadership responsibilities to identify and nurture top-talent as it relates to our customer success team.

• Drive individual growth and development of each team member through results focused performance management and comprehensive goal setting.

• Create sustainable team structures via Account Strategy and Succession Planning to ensure adequate customer coverage both near term and long term to drive continued customer-base growth.

• Creating overall Account Plans for the Customer Success Team to drive sustainable growth.

• Help to inform and deliver on the regional strategy, contributing to broader Kainos initiatives as part of the Leadership team

BUSINESS MANAGEMENT

• Accountable for overall project financial management.

• Monitoring and facilitating the customer's adoption of our services & products by providing the BU leadership team an understanding of customer's overall business needs as they relate to our services & products.

• Collating, tracking and reporting key KPIs to Leadership on a regular basis.

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

• Delivering customer retention and growth in line with BU targets.

• Leveraging customer relationships as needed for prospect references and other marketing collateral.

MINIMUM (ESSENTIAL) REQUIREMENTS

• 10+ years in a customer facing services role (consulting or account management) that includes achieving customer retention targets and customer satisfaction.

• 5+ years senior leadership experience.

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

• Professional services experience either as an internal consultant or with a consulting/software company.

• Demonstrated ability to collaborate and build strong relationships with customers.

• Proven ability to engage across corporate functions (Professional Services, Customer Support and Sales & Marketing).

• Excellent writing and presentation skills with proven capability of delivering a business value-based proposal in a competitive environment.

• Good networking skills and the ability to build strong and appropriate relationships with senior stakeholders.

• Ability to operate in a highly competitive and pressurised environment, making sensible decisions that don't compromise Kainos.

• Ability to plan and meet deadlines in accordance with business requirements.

• Good negotiation skills, both from a commercial and contract perspective.

• Able, if required, to travel to customer sites in the same region (minimal out of region travel may also be required) .

DESIRABLE:

• Knowledge or experience in Dynamics CRM and Smartsheets

• An appreciation and knowledge of technology delivery, agile methodologies, and/or software development lifecycles.

• Experience with Workday, Oracle, SAP, PeopleSoft or similar ERP application.

So what are you waiting for? Let's write the next incredible chapter of our story together.

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.