Engagement Manager for the Kainos Employee Document Management solution, built exclusively for Workday

• Team Leadership: Built and lead a team of four Customer Success Managers (CSMs) and representatives. This involves hiring, training, and managing the team to deliver excellent customer service and meet key performance indicators (KPIs)• Strategic Planning: Develop strategies for customer growth and retention. Collaborate with other departments, such as sales and marketing, to enhance customer satisfaction and contribute to the company’s profits.• Data Analysis: Analyze customer data to recognize trends, identify needs, and foster positive customer experiences. Use critical thinking skills to develop and implement customer success strategies.• Relationship Building: Cultivate strong relationships with customers to support brand loyalty and ensure a positive experience with the company’s products or services.• Team support: Supporting my team during challenging commercial/negotiation meetings. Ensuring my team are happy and feel they are growing and developing in their role.

• Developing long term partnerships with my customer base to ensure they realise the full value of their investment in Smart products• Being the trusted adviser within Kainos for the client, ensuring high levels of satisfaction with Kainos products and services.• Management of the commercial process for product renewals and upsells.• Identifying and helping progress cross-sell opportunities using existing relationships.• Creating Success plans for clients to highlight what success is and then reporting and tracking on such plan.• Development and execution of account plans to support increasing business growth• Acting as the liaison between the customer and Kainos delivery teams.• Achieving OKRs on retention, upsells and cross-sells.• Collaborating with other Kainos teams such as technical towers, Workday services and operations to ensure high levels of customer satisfaction.• Leading and managing client escalations and recoveries.• Full understanding of the product suite, and Workday support/deployment services.• Tracking customer satisfaction through NPS.• Generating proposals for new products for existing clients.• Using strong relationships with existing clients to gain positive references for new business prospects.• Leading on internal CSM campaigns to encourage client uptake of new modules / products.• CRM and EDRM management.

· Successfully managed a book of business to the value of £3m throughout the UK and Ireland.· Responsible for client retention and expansion of new services with the accounts· Owned the CSAT and NPS process.· Supported and lead RFPs and proposals.· Travel to client sites as and when needed.

· Supported the sales and account management teams during sale engagements.· Provided demos and technical consultancy of AI’s products.· Supported the delivery of RFP’s and proposals.· Travelled to client site as and when needed to support net new and customer base opportunities.

· Lead the deployment of new software and hardware to construction sites throughout Scotland and the North of England· Facilitated and delivered training to construction site employees.· Coordinated travel and overall project logistics to ensure the project was completed on time and in budget.· Chaired focus groups to ensure employee pain points were being heard.· Reported on progress weekly, to senior leaders.