Associate Customer Success Manager

Associate Customer Success Manager

Remote (UK)

Why Join Kallidus:

People are at the heart of everything we do and the key to our success, so it’s important that we recruit individuals who share and represent our values. Curiosity, integrity, collaboration – these are the values we live by. You need to ask questions and to find out why. You need to be true to your word. And you need to be proud to be part of something bigger, working with others will come naturally to you. At Kallidus, we champion our people’s success.

Kallidus helps our customers nurture a culture of self-led learning and ensures compliance with a user-friendly learning platform that makes learning simple and effective, whilst also driving performance with continuous feedback, goal tracking and flexible reviews.

Can you see yourself helping us take our growth to the next level? We invite you to come and discover for yourself the exciting future ahead of you.

The Job

The Associate Customer Success Manager (ACSM) role at Kallidus is pivotal in driving customer satisfaction. As part of the Customer Success Management Team you will drive the realisation of customer success measures, by proactively engaging customers to derive value from Kallidus products. The ACSM plays a key part in our Customer Success offering, working in alignment with the wider Customer Success team, including Professional Services, Customer Support and Customer Education. The role will also be involved with our Customer Experience Team to drive customer retention and continue to deliver exceptional customer experiences.

The ACSM will develop a deep knowledge of Kallidus software, industry best practices, and act as a trusted advisor to customers. They will also act as a key internal stakeholder, acting as a voice of the customer within Kallidus.

Your responsibilities

• Have basic level understand, conduct initial investigation, document, if required escalate appropriately to support customer’s in reaching their success measures.
• Support customer retention, with focus on continuous improvement of the customer experience and development and deepening of the customer relationship
• Support the resolution of escalated customer issues in a timely manner.
• Obtain feedback from customers, and use feedback to suggest change ideas.
• Be responsible for the planning and running of Welcome and Handover calls
• Complete Healthscores across our customer base
• Share wealth of knowledge and skills with team mates.
• Contribute to team retention and activity goals.
• Contribute to team initiatives, workshops, upskilling as required.
• Develop and maintain an in-depth level knowledge of each of the core Kallidus’ software: Learn, Perform, Off-The-Shelf content (OTS).
• Foster collaboration within the Customer Experience team (CEMs) and across customer touch points.

Your Skills, Experience and Behaviours

• Understanding of HR/L&D, with exposure to configuration and implementation software systems.
• Excellent communication skills, able to build and maintain strong working relationships, with a diverse set of internal and external stakeholders.
• Enthusiasm for working with customers and colleagues alike, innovative thinking, and proactive in their way of working.
• Problem-solving experience.
• Knowledge of B2B SaaS
• Ability to show initiative and demonstrate critical thinking skills using customer data
• Commitment to the Kallidus values of Integrity, Collaboration and Curiosity.

Kallidus is a disability confident employer. We work hard to build an explicitly inclusive space where everybody belongs. Kallidus is a supportive, caring, and enjoyable working environment for all our people, and we are committed to furthering the diversity of our teams.

Diversity brings innovation and creativity through different views, backgrounds, and opinions; as a people-first organisation, it’s crucial that our teams reflect global diversity.

Our people are the heart of our success, and diversity is what drives that. Kallidus positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, region or belief, marital status, pregnancy or maternity.

Proud member of the Disability Confident employer scheme.