Lead EDM Support Consultant

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Kainos

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💰 Venture Round on 1986-04

At Kainos we use technology to solve real problems for our customers, overcome big challenges for businesses, and make people’s lives easier.

📋 Description

• Provide configuration, troubleshooting, and advisory EDM support to customers post-deployment. • Deliver services within agreed SLAs, ensuring high customer satisfaction. • Manage and prioritise incoming requests, identifying root causes and resolving issues effectively. • Manage Team Utilization and ensuring support Consultants maintain efficiency and remain effective. • Maintaining regular 1-1s with support team consultants and acting as first point of contact for work or personal concerns. • Ensuring Support Team consultants are supported in achieving departmental goals, KPI’s and OKR’s. • Support recurring releases and deployments, helping customers adopt new features and updates. • Work collaboratively across internal Support Teams. • Contribute to knowledge base development to support internal learning and customer self-service by documenting complex troubleshooting steps and solutions. • Working with Service Managers to ensure compliance with data security, privacy, and governance standards in all configurations and processes. • Help support Service Managers with customer transfers into Live-Support. • Serve as a point of contact for supporting Service Managers in handling and resolving customer escalations.

🎯 Requirements

• Very Strong customer focus and some experience in a customer-facing role, consulting environment. • Willing to understand customer needs and build relationships. • Able to understand when to escalate issues when appropriate. • Very strong understanding of Workday products either/or HCM/Financials/Payroll as well as any specialist Capability. • Ability to manage competing priorities and resolve issues independently. • Clear and effective communicator, able to communicate with customers and colleagues with credibility and empathy, including in a remote working situation. • Capable of working within (remote) teams and alongside customers, as well as on your individual tasks with no supervision. • Able to apply all relevant standards and procedures to your own work, maintaining high quality, accuracy and attention to detail. • A proactive, solutions-oriented mindset, with a desire to continuously learn and grow. • Aware of the importance of confidentiality and non-disclosure policies and/or agreements and always ensures security of information. • Very strong sense of commerciality and a strong holistic view of EDM. • Strong desire to mentor others and able to give both positive and constructive feedback to others.

🏖️ Benefits

• Professional development opportunities • Flexible working hours