Kimble Applications is a global leader in professional services automation (PSA) software. We help consulting businesses and other professional services organizations scale faster and succeed. Our application helps those companies sell, resource and deliver projects better using a modern SaaS application built on the Salesforce platform. Kimble is the only leading vendor that focuses exclusively on PSA so we’re able to put all of our energy into innovation, ease of use and adoption around our customers’ key service processes. Built to work seamlessly with CRM, Kimble PSA drives a forward-looking focus and faster decision making with intelligent insights and guidance.

Kimble continues to grow fast – 400% over the last three years – following a significant investment from top growth equity firm Accel-KKR in 2018. We have been recognized, based on user reviews, as the clear leader of the?G2 Momentum Grid for PSA for the last two seasons.

Our culture is fun and purposeful. We are open to new ideas and challenges; we’re supportive and honest, and we’re passionate about growth – for our people, our customers and our company.

You will join a team responsible for providing support to our client Kimble installations on the Salesforce Platform (PaaS) working with Kimble Support, Professional Services and our Customer Success Managers.

The Support Services team’s focus is troubleshooting, review, and analysis of customer-reported issues. Support’s objective is to understand the customer’s configuration setup and provide context and explanation for the observed behavior and position the customer to be a more savvy user of their delivered solution as well as have a clear view of their options and paths for further evolution of their setup. Should we encounter system functional issues, Support advocates for the customer in highlighting, pursuing, and communicating the solution path with internal teams to resolve the customer experience.

Principal Activities

Troubleshooting/investigation of customer-reported issues and questions
Communication and analysis of relevant concepts, configuration setups, and product information
Positioning and accommodation of relevant Kimble capabilities and services
Escalation handling, prioritization, communication, and customer advocacy for resolving functional issues
Enablement and engagement with colleague teams – Education, Customer Success, Service Delivery, Sales – to recognize and identify action opportunities and optimize collaboration to enhance customer experience
Time-specific shift attendance and resource schedule compliance for coverage purposes. Occasional shifted and off-hours tasks may be required
Ability to be successful in self-management and discipline towards attendance, communication quality, and team participation
Voice and video meetings with customers and colleagues

Requirements

Familiar general knowledge of modern web technology and accessibility – e.g., Server-client relationship, DOM, REST API, HTML/CSS/Javascript stack, HTTP statuses, modern web browsers and operating systems, mobile applications/device types, SaaS/PaaS architecture, etc.
Familiar knowledge of software development lifecycle – from roadmap to development to QA to deployment
Experience with relational database structures (SQL, SOQL, etc), techniques and considerations for traversing related data tables/objects
Sound communication skills including business writing and excellent spoken and written English
Ability to articulate technical concepts into concise and understandable explanations for a less technical reader
Demonstrable skill in analysis or technical problem solving
Self-management, ability to maintain productivity and quality without constant direct supervision
Hold or be studying a computer science or software engineering related degree or comparable and demonstrable knowledge of key concepts
Specific knowledge of Salesforce, Apex, and the master-detail object model are a significant plus, though not required

Kimble is an equal opportunities employer.

Currently all of our employees are working remotely due to COVID-19.

Kimble Applications is a global leader in professional services automation (PSA) software. We help consulting businesses and other professional services organizations scale faster and succeed. Our application helps those companies sell, resource and deliver projects better using a modern SaaS application built on the Salesforce platform. Kimble is the only leading vendor that focuses exclusively on PSA so we’re able to put all of our energy into innovation, ease of use and adoption around our customers’ key service processes. Built to work seamlessly with CRM, Kimble PSA drives a forward-looking focus and faster decision making with intelligent insights and guidance.

Kimble continues to grow fast – 400% over the last three years – following a significant investment from top growth equity firm Accel-KKR in 2018. We have been recognized, based on user reviews, as the clear leader of the G2 Momentum Grid for PSAfor the last two seasons.

Our culture is fun and purposeful. We are open to new ideas and challenges; we’re supportive and honest, and we’re passionate about growth – for our people, our customers and our company.

Role Description: 

Once Kimble is deployed within a customer organization the CSM will be responsible for creating a positive customer journey through increasing adoption of the product. The CSM will be responsible for enhancing and improving the customer lifecycle, driving adoption, renewals, up-selling and promoting customer advocacy to create a positive customer experience.

Responsibilities: 

Manage a portfolio of customers through their journey with Kimble
Create and maintain an agreed success plan for each customer
Adhere to the guidance provided in the Customer Success Playbook covering periodic activities and actions to be taken in response to events during the customer lifecycle
Demonstrate the applicable features of Kimble to match customer use cases
Assess their customers level of adoption across the application and identify areas of improvement
Apply customers’ business needs and their desired business outcomes to promote full adoption
Coach and advise clients on their use of Kimble to drive the expected business outcomes
Perform simple configuration tasks to change the behavior of Kimble to fit customer needs
Identify signs of customer dissatisfaction, integrating suitable actions into the success plan
Develop a deep understanding of the end-user features and benefits of the Kimble application
Maintain a detailed understanding of Kimble (and related Salesforce platform) Administration tasks
Keep current with latest features of the Kimble application as they are released
Encourage customers in engaging in advocacy activities such as providing references, writing reviews on external sites or providing case studies
Work with customers to clearly state their requirements or problem statements (such as using user stories)
Determine and direct customers to the appropriate resources (documentation, training or experts) to solve issues
Guide customers to renewal of their Kimble subscription, coordinating with the renewals team
Coordinate interactions with customers and Kimble resources for technical changes to their environments, such as upgrades and activation of new features
Use their experience of working with customer to request/suggest improvements to documentation and training material
Respond to customer how-to and small enhancement requests received through support tickets in a timely manner
Request assistance from the Customer Success Engineer as required to resolve customer questions or issues
Coordinate with Kimble Executive Sponsor, where defined, so they are aware of issues and prepared for regular Strategic Business Reviews
Add tickets to the Professional Services queue for additional services or projects requested by the customer for sizing and scoping

Requirements 

BA/BS Degree in Computer Science or related field or equivalent industry experience
Must embrace change, new challenges and learning – you will need to become an expert in deploying Kimble PSA solution in a fast-paced environment
Preferably: professional services domain expertise
Knowledge of SalesForce.com preferred
Knowledge and appreciation of cloud-based technologies
Strong written and verbal communication, ability to listen.
Ability to lead and manage effectively.
Self-starter, highly motivated and a good team player
Passion for customer success, consultancy and customer services
Able to manage the longevity of any relationship (conflict resolution skills)
High sense of operational excellence, disciplined working and effective time management
Ability to accept and deliver feedback

Benefits

Competitive basic salary commensurate with experience
Bonus eligibility
Family private medical insurance
Income protection insurance (75% of Basic Salary)
Life cover
A pension contribution equivalent to 3% of Basic Salary
25 days holiday

Additional Information

·   Applicants must have the right to live and work in the country for which they are applying

·   Kimble operates pre-employment background checking

Due to COVID-19 all of our employees are currently remot

Kimble Applications is a global leader in professional services automation (PSA) software. We help consulting businesses and other professional services organizations scale faster and succeed. Our application helps those companies sell, resource and deliver projects better using a modern SaaS application built on the Salesforce platform. Kimble is the only leading vendor that focuses exclusively on PSA so we’re able to put all of our energy into innovation, ease of use and adoption around our customers’ key service processes. Built to work seamlessly with CRM, Kimble PSA drives a forward-looking focus and faster decision making with intelligent insights and guidance.

Kimble continues to grow fast – 400% over the last three years – following a significant investment from top growth equity firm Accel-KKR in 2018. We have been recognized, based on user reviews, as the clear leader of the?G2 Momentum Grid for PSA for the last two seasons.

Our culture is fun and purposeful. We are open to new ideas and challenges; we’re supportive and honest, and we’re passionate about growth – for our people, our customers and our company.

The Solution Architect is responsible for guiding and assisting enablement teams to complete the successful delivery of Kimble projects.  Additionally, they are responsible for the provision of advice and guidance to, architecting of end to end solutions for primarily enterprise customers where other strategic applications may reside with Kimble.  The Solution Architect is the conduit between the client’s business and technical, and Kimble Teams.  Solution Architects will provide better-practice advice and draw upon a wealth of industry experience to ensure that customers achieve business benefits in-line with their stated requirements.

Responsibilities:

Responsible and accountable for the Kimble solution within the overall application architecture
Guide the overall configuration of Kimble during enablement in-line with the Statement of Work
Participate in and/or lead workshops to understand the client’s operating model and business processes
Produce Solution Design Artefacts using appropriate tooling i.e. Lucid-Chart, VISIO
Validate design assumptions with client design teams and solution integrators
Contribute to Sprint Planning to ensure sufficient time has been provisioned for configuration of the solution across the functional areas
Manage key stakeholders and delivery partners at the executive, architecture, technical, and business levels
Ensure adherence to Kimble’s solution Governance
Oversee the Design Review Workshop in order to corroborate the solution configuration
Conduct periodic Solution QA
Participate in the management of Project Escalations relative to the overall design/architecture
Internally act as a conduit between the PS Technical Team, Product Evangelists and Product Team
Mentor, advise, and counsel guidance to other members of the professional services team
Participate in Kimble and personal CI activities
Participate in pre-sale activities as needed

Requirements

Minimum of 12 years in the software / services industry with a minimum of 3 years in the role of Solution Architect
Extensive experience in the implementation of Enterprise software, ideally cloud-based. PSA or ERP experience highly preferable; E-Commerce, WMS and/or Project Management Tooling helpful
Experience of working for a Professional Services / Consulting company with a sound understanding of the underlying business model and business processes
Proven track record in the delivery of complete solutions using integration / interfacing and / or including the use of Middleware
Possess a versatile can-do attitude and ability to solve complex business problems
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including C-level
A passion for Solution Governance in the pursuit of high-quality deliverables
Ability to embrace change, new challenges and learning – you will need to become an expert in deploying Kimble PSA solution in a fast-paced environment
Knowledge of the Salesforce Force.com platform preferred; not mandatory
Willingness to travel (mostly within the US – notwithstanding COVID restrictions
Strong written and verbal communication skills
Self-starter, highly motivated and a good team player
Passion for consultancy and customer service
High sense of operational excellence, disciplined working and effective time management

Currently all of our employees are working remotely due to COVID-19. We can consider candidates who are interested in being primarily remote going forward and/or who are interested in eventually working out of our Boston office location.

Kimble Applications is a global leader in Professional Services Automation (PSA) software. We help consulting businesses and other professional services organizations scale faster and succeed. Our application helps those companies sell, resource and deliver projects better using a modern SaaS application built on the Salesforce platform. Kimble is the only leading vendor that focuses exclusively on PSA so we’re able to put all of our energy into innovation, ease of use and adoption around our customers’ key service processes. Built to work seamlessly with CRM, Kimble PSA drives a forward-looking focus and faster decision making with intelligent insights and guidance.

Kimble continues to grow fast – 400% over the last three years – following a significant investment from top growth equity firm Accel-KKR in 2018. We have been recognized, based on user reviews, as the clear leader of the G2 Momentum Grid for PSA for the last two seasons.

Our culture is fun and purposeful. We are open to new ideas and challenges; we’re supportive and honest, and we’re passionate about growth – for our people, our customers and our company.

 RESPONSIBILITIES

Manages project scope according to contractual commitments
Identifies and manages scope changes and gains commercial agreement with the customer
Applies methodology meticulously whilst adhering to contractual obligations
Contributes significantly to methodology & tooling development
Manages both Executive and Operational level stakeholder relationships
Strictly applies and adheres to project governance procedures
Identifies and manages all risks & issues through to successful mitigation
Comfortable in running workshop sessions with customer teams
Manages commercial budgets scrupulously
Equally comfortable managing a single large project or multiple small / medium sized projects simultaneously
Provides clear direction to project teams
Creates satisfied and referenceable customers
Supports a smooth transition from the Sales cycle into the Implementation phase

QUALIFICATIONS

Minimum of 4 years in the software / services industry with a minimum of 2 years in the role of Project Manager
Extensive experience in the implementation of Enterprise software, ideally cloud-based
Experience of working in the Professional Services / Consulting market with a sound understanding of the underlying business model and business processes
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including C-level
A recognized Project Management qualification is desirable but not mandatory
Experience of the PSA software category is desirable but not mandatory
Knowledge of the Salesforce Force.com platform is desirable but not mandatory
Willingness to travel (mostly within the UK)
Strong team spirit and desire to work in a collaborative environment
Excellent listening, negotiation and presentation skills
Excellent verbal and written communications skills

BENEFITS

Competitive basic salary commensurate with experience
Performance related bonus
Family private medical insurance
Income protection insurance (75% of Basic Salary)
Life cover
A pension contribution equivalent to 3% of Basic Salary
25 days holiday

ADDITIONAL INFORMATION

Applicants must have the right to live and work in the country for which they are applying
Kimble operates pre-employment background checking