Customer Success Manager

Kinetic North America

4d

About The Position

At Kinetic, we are more than just a software company; we represent a movement. As global leaders in student accommodation, event management, room management, and catering management solutions, we are at the vanguard of transforming the higher education sector. Our pledge? To connect, inspire, and elevate every experience. From our UK headquarters, we support leading universities and colleges globally, embarking on a mission to forge a brighter future for students in higher education. Our journey is marked by a remarkable +20% organic growth, a testament to our relentless pursuit of excellence and innovation. But that's not all! We're proud to dominate the sector with a whopping 85% market share, a clear indicator of our unparalleled influence and the trust institutions place in us. Why This Role Matters With Kinetic expanding in North America, we are recruiting a Customer Success Manager (CSM) to strengthen and grow the relationships between Kinetic and its North American customer base. The key aims of a Customer Success Manager (CSM) include building strong relationships, steering product adoption and ensuring a consistently high level of customer service is provided across the business. As a CSM, you will form an integral part of Kinetic’s goal to provide the best in class products and will seek opportunities to drive improvements in our customer service delivery and internal processes. Working closely with your colleagues in other departments at Kinetic, you will experience the full lifecycle of the customer and will be jointly responsible for helping our customers to achieve their business goals with our products and identifying developments in the industry that impact on our product direction. Your Role & Responsibilities: Your day to day activities will vary as our business continues to grow, providing an exciting and diverse working environment where you will have the opportunity to make a real impact.

Requirements

• Customer-centric – Driven to provide a 1st class customer experience and desire to act as the voice of the customer.
• Naturally curious – Enjoy solving problems and identifying ways of streamlining and changing internal processes to enhance the customer journey.
• Strong written and verbal communication skills – Facilitating customer meetings and delivering product training will be key to this role and therefore strong communication skills are essential.
• Product interest – Interested in product development and desire to act as the customer representative to influence the product roadmap.
• Tech-savvy – Whilst there are no specific technical capabilities required for the role, a technical interest and understanding is important in providing the best support to our customers.
• Adaptive – Be adaptive to a fast-paced environment with ever evolving development and goals.

Nice To Haves

• Bachelor’s degree or a combination of relevant experience, education and training.
• 1 year + experience in a Customer Success, Account Management or similar role, ideally within the software space.
• Experience working in Higher Education, ideally in Student Housing.

Responsibilities

• Customer Onboarding – You will be part of the full customer lifecycle and will build an in-depth and invaluable understanding of our customer base. Being a part of the onboarding process will require you to work closely with the Professional Services team to implement the product and train new users. You will be responsible for structuring a full handover from the Professional Services team to our Support team, once the customer is live.
• Customer Relationship Management – From onboarding to go live and beyond, you will be assigned a number of customer accounts with which you will meet regularly to build engagement, understand customer needs and help them to achieve their goals by providing your expert insight and knowledge. Growing and nurturing strong relationships with your key contacts will build customer loyalty and satisfaction.
• Training and Implementation – As a CSM, you will be responsible for managing your own diary which may include organizing and delivering training to our customers.
• Customer Advocacy – A key part of the role of a CSM will be to collect invaluable customer feedback and share this with everyone to shape the future of our product set. As the voice of the customer, you will not only be responsible for your customer accounts but will also have the opportunity to influence product direction.
• Facilitation – It will be key to pull together different departments at Kinetic to guide outcomes and ensure an excellent customer service is provided at all times. As a CSM, you will regularly facilitate such meetings and ensure outcomes are followed up.
• Identifying revenue generating opportunities – Building a strong relationship with your customers will naturally lead to growth opportunities and you will be responsible for identifying such leads and referring these to our Business Development team.

Benefits

• Be Authentically You: Whether your style is casual or formal, we embrace your uniqueness.
• Flexible Working: We acknowledge life's unpredictability and offer flexibility to help you maintain a balance.
• Training & Development: We prioritize growth, offering access to top-tier training, professional courses, and conferences.
• Annual Bonus: Your dedication is rewarded with a generous annual bonus when Kinetic thrives.
• Benefits: You will be eligible to participate in our US benefits plans, including medical, dental and disability programs subject to, and in accordance with, the terms and conditions of those plans. Further details, including 401k, vacation and PTO will follow in due course.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level