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.
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.
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
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