Job Title: Customer Success Manager
Starting date: June 2023
Job Type: Full-time
Who we are?
Kianda breaks down the barriers to digital business transformation by helping companies across the globe to easily automate and digitalise their business processes using our award-winning no-code application development and process automation platform.
Whether it’s complete digital process transformation, environmental, health and safety processes, customer queries or employee onboarding. Kianda simplifies building compelling digital business solutions to easily streamline manual tasks, transform paper into digital applications.
We’re going through an exciting period of growth and are seeking an experienced, proactive, takes initiative to drive projects forward and dedicated Customer Success Manager to join our team.
The role of Project Manager / Customer Success Manager
Kianda is a rising star in the enterprise digitalisation space with ready to use software products for several industries and has an ambitious strategy for year on year growth.
Your role in the Customer Success Team is to serve as a strategic and responsible partner for clients throughout every stage of their onboarding journey and project process, fostering strong relationships and ensuring client satisfaction and long-term retention.
If you are a skilled relationship manager with a strategic mindset, proactively have been managing projects and a passion for helping clients succeed, we encourage you to apply for this exciting role.
The Person
You will most likely describe yourself as the following:
· Positive “Can do” attitude
· Proactive
· Inquisitive by nature
· Ambitious with the will to succeed
· Target driven
· Team Player
· Excellent communicator
· Persistent & resourceful
· Self-motivated
Responsibilities
· Facilitate seamless transitions from Sales to Customer Success and ensure timely deliverables by managing workflow among project team members.
· Collaborate, problem-solve, and strategise with team members to prepare for upcoming meetings.
· Become a Kianda platform expert to ensure clients understand how to use the product to best suit their business needs and gain value from it.
· Ensure that Customer onboarding and projects are completed on time, within budget, and meet the client's expectations.
· Identify and mitigate risks to project success.
· Create client facing content such as videos, articles and webinars to promote best practice
· Address and resolve customer queries and concerns via email, phone and support chat where needed
· Proactively generate testimonials and referrals from existing clients
· Review client journey, support its development, and use a consultative approach to help clients overcome challenges and receive positive feedback.
· Oversee the entire client relationship, including onboarding, implementation, retention, and satisfaction.
· Communicate client needs and demands to the team effectively.
· Drive Kianda Software product adoption and implementation to support account retention and renewal
· Work on Customer Success Campaigns
Requirements and skills
● 4+ years’ experience in a Customer Success role within a SaaS environment
● 2+ years’ experience in a Project Management
● Preferably have experience dealing with internal/external stakeholders across different Departments
● Experience handling a volume of clients simultaneously
● Experience dealing with senior employees in a business (Directors, VPs etc)
● Experience gathering requirements and writing specifications for software solutions
● Experience deploying multiple projects simultaneously is advantageous.
● Commercial experience dealing with renewals and expansions
● Experience in managing people
● Excellent communication skills (written and spoken; you’re the face of the business!)
● Strong professional relationship-building experience
● Strong project management skills
● Solid organisational skills as well as being tech-savvy
● A great time keeper and always punctual
● Ability to travel when required
● Ability to learn technology quickly through instruction and self-paced online training.
● Strong problem resolution skills – proven ability to engage and interact with internal teams to resolve client issues.
● Ability to work on own initiative, yet also strong team player
● Eligible to work in Ireland
We will give you:
We offer many benefits to everyone on our team and work hard to make this a healthy, fun and rewarding work environment.
● Growth and opportunity in enterprise tech space
● Work with great people - Our team is passionate, driven and successful - join us if you are too!
● Competitive compensation
● Collaborative, transparent and innovative office culture
● Professional development and growth programs
Remuneration
€60K - €75K base salary, range of company benefits (EAP, Car parking, Sick pay, Hybrid work)
Job Types: Full-time, Permanent
Salary: €60,000.00-€75,000.00 per year
Benefits:
- Company events
- Employee assistance program
- On-site parking
- Sick pay
- Work from home
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Dublin, CO. Dublin: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer Success Manager: 4 years (required)
- Project Management: 2 years (required)
Language:
- English (required)
Work authorisation:
- Ireland (required)
Work Location: Hybrid remote in Dublin, CO. Dublin
