This role can be based out of our Park City or Boston offices with remote flexibility. 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 

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.

 ROLE DESCRIPTION

As a Functional Consultant, you are responsible for leading all functional aspects of Kimble implementations. This includes activities such as running workshops, reviewing business process, capturing requirements, configuring Kimble based on gathered requirements, support of testing, customer training and post go-live stabilization.

Your objective is to deliver a system and a way of working that supports the needs of customers who are fully ready to adopt Kimble at the heart of their business. You will work closely with Project Managers and Technical Consultants within the PS Team to achieve this success. Additionally, you will be a key owner or contributor to our internal processes, methods and tools to ensure we deliver consistently and efficiently to customers.

RESPONSIBILITIES

Undertake business impact assessments to highlight process changes
Gather and document functional requirements
Provide functional consultancy on Kimble features aligned to customer’s business needs
Comfortable in running workshop sessions with customer personnel who range from Exec to Operational level
Carry out Kimble configuration in line with requirements
Perform Quality Assurance checks for Kimble Implementations
Improve, develop and share best practices with team members
Evolve methods & tools to increase delivery efficiency
Work closely with Support and Product Teams

ROLE REQUIREMENTS

Minimum of 10 years in the software / services industry with a minimum of 5 years in the role of Functional Consultant
Extensive experience in the implementation of Enterprise software, ideally cloud-based
Experience of working for a Professional Services / Consulting company 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
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 is desirable but not mandatory
Willingness to travel (mostly within the UK)
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

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