Customer Solutions Manager

1 month ago

Perth, Australia Kinatico Full time

We power insights for better, safer workplaces together.

We are seeking a dynamic and experienced Customer Solutions Manager, your objective of the role will that Kinatico delivers the best possible customer experience when interacting with our organisation and its solutions. The responsibility of the Customer Solutions Manager to make recommendations to customers on fit for purpose solutions that deliver to their requirements and provide real value, this may include reducing risk, reducing cost, and improving efficiency.

This role is a fantastic opportunity for someone who wants to gain insight into an established tech company with strong growth ambitions while also directly impacting customer satisfaction and delivery. This role utilises workforce compliance domain expertise to work with internal teams to ensure our solutions meet customer needs are met through a customer-centered design approach, with a deep understanding of customer requirements and context.

Working for Kinatico will provide you with a fantastic opportunity to gain insight into an established tech company with strong growth ambitions. If you are a motivated individual who aims to deliver the good and strives for the great this is an opportunity to add value and make an impact quickly, then the role is for you

**OUR TEAM'S STRENGTH COMES FROM EVERYONE'S INDIVIDUALITY**
**About you**:

- Excellent presentation, relationship building, listening and negotiation skills
- Ability to work independently and within a collaborative team environment
- Experience in system analysis and solution design
- In-depth experience working with cross-functional teams and departments
- Experience in Project coordination and scoping
- Experience in managing to contract requirements
- Customer relationships management skills
- A familiarity and liking for technology
- Persistent and focused attitude
- Strong attention to detail
- HRIS, HCM software experience advantageous.

**DELIVERING THE GOOD, STRIVING FOR THE GREAT**
**Position responsibilities include but are not limited to**:

- Customer Engagement & Advocacy:

- Lead customer engagement through focus groups and workshops to gather business requirements and provide “best practice” guidance to clients based on Kinatico’s domain expertise.
- As the customer advocate, consult with Product and Technology teams, to provide context to business requirements and collaboratively determine solutions that meet customer expectations.
- Scope solutions to help customers solve unique challenges or opportunities.
- Respond to customer enquiries, provide technical support and manage customer satisfaction.
- Requirement Analysis & Solution Development:

- Analyse and document client requirements (including changes) to provide clear direction to the product and engineering team on what is required to deliver to customer expectations and provide solution.
- Develop functional specifications for client requirements to validate that the information captured in customer feedback has been clearly understood by all parties.
- Project & Configuration Management
- Organise and conduct new project workshops.
- Liaise with Product and Technology team’s during customer configuration to track the progress of work, ensuring the solution meets the business requirements and be the customer point of contact.
- Manage customer onboarding; from solution design through to UAT sign off.
- Manage UAT with the customer to ensure expectations are satisfied
- Deliver handover process
- Reporting & Documentation: Develop and/or generate reports as required by customers or internally for Kinatico, Record all activity in Salesforce
- Collaboration:

- Liaise with client and support team during implementation in order to facilitate training and other requirements,
- Foster positive relationships with direct and indirect client contacts at all levels of the business,
- Work with channel partners to drive positive outcomes for our customers, Act as the point of contact and handling customers’ individual requirements relating to:

- Understanding their business and responding to business issues
- Recommending software changes of the existing products
- Liaising with respect to Roadmap execution
- Interface with the Client Services team on behalf of clients to resolve any non-sales related issues.

**ARE YOU READY TO BE A KINATICAN?**

Where our passion, talent, delivery and impact collide our purpose lies. Powering insights for better, safer workplaces, helping organisations to know their people - we are a global leader in Reg-Tech. Our technology helps organisations to know their people.
- Competitive salary
- Flexible and supportive work environment
- A culture of development and recognition, we want our people to thrive
- Work for an ASX listed company and a leader in Reg-Tech
- Join the company at an incredibly exciting time and enter a world of energy, enthusiasm and innovation

**TELL US ABOUT YOURSELF

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