Kainos
EDM Support Manager
Homeworker - USA
Sponsorship not specifiedDetected 30 days ago
Product ManagementProduct StrategyJiraBusiness DevelopmentRecruitingHRISLeadershipCollaboration
About the role
- Whether we're transforming digital services for millions, delivering cutting-edge Workday solutions, or pushing the boundaries of technology, we do it together.
- You will balance new and existing customer needs with awareness of the product roadmap and internal capacity.
- You'll act as a key contact to ensure client issues are addressed effectively and that our processes and quality standards are consistently applied.
Responsibilities
- Maintain and evolve support standards, processes, and documentation in line with ITIL best practices.
- Support the Senior EDM Support Manager in all aspects of service delivery, including SLA performance, team capacity planning, financial tracking, and customer satisfaction.
- Coordinate blended support teams across multiple geographies and stakeholders to ensure knowledge sharing and responsive service.
- Manage support escalations, raising visibility with Kainos senior management when appropriate.
- Support requirements gathering and prioritisation for post-go-live changes or deployment phases.
- Own client expectations around ticket lifecycles, ensuring transparency from triage through to resolution.
- Build and maintain effective, collaborative relationships with clients, partners, and third-party stakeholders.
- Business Development & Account Support
- Demonstrate commercial awareness of support and client dynamics, identifying opportunities to enhance customer value and satisfaction.
- Work closely with the Customer Value Team to support value plans and continuous improvement initiatives.
Company info
- Manage the seamless transition of customers from the Onboarding Team to Support, including effective handover of configuration knowledge and documentation.
- Lead on client reporting and regular service reviews with both customers and internal stakeholders.
This listing is sourced directly from Kainos's careers page and normalized into a canonical job model.