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Customer Insight Analyst II

Location:

Indianapolis - Indiana - USA, Lowell - Massachusetts - USA, Orlando - Florida - USA

Function:

Professional Services and Consulting

Ref #:

201703011
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Description

The customer engagement manager will perform a critical role in helping us retain and grow our mid-market SaaS customer base by acting as the customer’s main point of contact throughout their entire lifecycle. Your role is to deeply understand and develop strong relationships with your assigned customers as they move from the initial sale through deployment and beyond, surfacing issues and opportunities as warranted. This is a new team, so you will have the opportunity to help refine the program and role.

As a customer engagement manager, we will expect you to deliver the following:

•Expertise on your assigned customers. Know who the decision makers are, how their implementation went, their hot-button issues, and their overall business goals
•As needed, communicate this information to other teams who touch the customer
•Data (both quantitative and qualitative) about the customer to demonstrate a need for additional services or interventions to help them be successful
•Data (both qualitative and quantitative) about the customer to demonstrate a potential opportunity for the sales team to sell additional products to the customer
•A set of customers who have higher satisfaction rates, higher renewals, and higher revenue growth because of your work
•Ideas for how to evolve and improve the customer engagement organization and process

Qualifications

•B.A./B.S. or equivalent professional experience
•Highly detail-oriented
•Ability to manage multiple projects simultaneously with exceptional follow-up to ensure customer expectations and deadlines are met
•Excellent communication and analytical skills
•1-3 years in a customer-facing role, preferably within a technology company preferred

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Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.