Graduate Customer Success Manager

KaneHR is working with an innovative technology Company Kivue to help them find like-minded candidates who have a passion for customer service and delivering high-quality solutions.

This is an exciting opportunity to work with Perform Kivues SaaS Portfolio Management and Reporting solution the Graduate Customer Success Manager will learn to support a blue-chip customer base with all aspects of the customer journey and maximising their value from Perform. Internally this role is called the Customer Value Manager as a key part of the role is to maximise the value clients get from Perform.

Kivue is a small business with a very strong team bond giving graduates the opportunity to interact with all levels of the organisation up to MD and COO as well as gain a great understanding of how organisations work and be involved the Product Development and Sales and Marketing teams.

Their Portfolio Management and Reporting tool Perform is designed to be visual engaging and simple to use. They believe that simple solutions make better outcomes for their clients and this is an important part of the way in which they work.

What will be expected from you

Working within a small dynamic team the Graduate Customer Value Manager will impact the entire customer lifecycle including:

• Playing a key role during implementation capturing the requirements and leading the configuration of the system to align with the customers portfolio management/project delivery environment and optimising the value they can derive from the solution.
• Leading face-to-face and video conferencing training sessions to a range of levels within the customers organisations to ensure they understand and are getting the most from the solution.
• Optimising the use of Perform by working with experienced programme and project delivery professionals to understand the customers operating model including organisation structures ways of working and challenges.
• Owning the configuration of the product on customer instances to ensure it best fits the customers requirements.
• Building an understanding of the PMO (Portfolio Management Office) function within organisations and assisting with some of the core PMO activities for certain clients.
• Working with customers to understand any issues progressing any problems from initial report through analysis and characterisation to final resolution.
• Developing materials and methods to improve the service provided to customers by the Customer Value team.
• Identifying and owning areas for improvement in the service we provide and where appropriate leading activities that draw on other members of the team to design and implement those changes.

The role would particularly suit a candidate who is interested in working in a customer facing environment with a small flexible business where you will have access across the Company to all levels of the team. Opportunities for progression are available as well as career development via structured courses/training and interaction with experienced professionals across the business.

What responsibilities will you have

• Building strong trusted relationships with clients and delivering a very high quality of service and support.
• Working with the Company products to fully understand all aspects of the functionality to a high degree.
• Work with the product and development teams to represent customers requirements for enhancements and changes.
• Preparation of customer related material for training and new functionality.

What skills and experience are we looking for

We are looking for candidates to demonstrate the following:

• Excellent written and verbal communication skills
• Analytical problem-solving skills
• Meticulous attention to detail
• Strong communication relationship and engagement skills
• Enjoy learning new technologies and applying them to business problems
• Presentation and public speaking skills
• Bachelors degree (desirable but not essential)

What will you get in return

• 25 days holiday per annum which will increase with length of service up to a maximum of 30 days
• Contributory pension scheme
• Access to salary sacrifice schemes for electric cars cycle to work and give as your earn schemes
• Opportunities for career progression and development
• Salary - 27500 to 30000 dependent on experience

Kivue offers a flexible hybrid working approach with a modern office in Reading (required attendance of a minimum of once per week) with access to offices in London and the flexibility to work from home part of the time. The role can also require some travel to customers offices as required.