Client Support Executive

Kainos; Birmingham; On-site; GBP 28,000 - 42,000; Full time

Job summary

Kainos is seeking a Client Support Executive to join our global team and support customers using the Smart Product Suite. You will work with senior consultants to understand client requirements and deliver value-added service.

You will contribute to continuous improvement of testing and audit products, while collaborating with colleagues to foster an inclusive culture and deliver high-quality customer support.

Qualifications

• Experience in customer-facing roles or help desk support.
• Strong communication, both written and verbal.
• Ability to prioritise tasks and meet deadlines in a fast-paced environment.
• Comfortable working in a global team with senior colleagues.

Responsibilities

• On-board new customers and provide BAU support for the Smart Product Suite.
• Support customers as part of the Smart Gold Service, maximizing value for clients.
• Execute, report on, and maintain customer test packs.
• Analyse customer test coverage and recommend improvements.
• Liaise with customers regularly and understand their needs.
• Help transfer knowledge of the Smart Product Suite to customer teams.

Skills

Customer focus

Communication skills

Time management

Team collaboration

Education

Degree in Business or related field

Tools

Workday

Smart Product Suite

Job description

Join Kainos and Shape the Future

At Kainos, we’re problem solvers, innovators, and collaborators - driven by a shared mission to create real impact. Whether we’re transforming digital services for millions, delivering cutting-edge Workday solutions, or pushing the boundaries of technology, we do it together.

We believe in a people-first culture, where your ideas are valued, your growth is supported, and your contributions truly make a difference. Here, you’ll be part of a diverse, ambitious team that celebrates creativity and collaboration.

Ready to make your mark? Join us and be part of something bigger.

Job Specification Description

As a Client Support Executive at Kainos, you will work as part of a large global team supporting our successful cloud-based Smart Product Suite, across our world-wide Client-base. You will work co-operatively with colleagues to understand customer requirements, and with the guidance from more Senior Consultants, help provide Customer value-add service from the Smart Product Suite.

Your Role Will Involve

• Helping to on-board and provide Business-as-Usual Support to our Customers using the Smart Product Suite.
• Providing support to our customers as part of the Kainos Smart Gold Service, enabling our customers to maximise value-add from the Kainos Smart Product Suite by:
• Executing, Reporting and Maintaining customer Test Packs.
• Performing analysis on customer test coverage to recommend enhancements and improvements that will provide additional customer Value.
• Liaising directly with customers on a regular basis as part of the Smart Gold Service.
• Understanding Customer Needs – You will perform analysis of Customer’s Workday configuration and understand the specific domain (HCM, Recruiting, Financials, Payroll and Security) configuration that drives their business.
• Defining, Designing, Building and Refining Test Packs - From initial discovery of the Customers’ specific configuration, you will help define the scope of appropriate tests to be created, ensuring they are aligned with the Customer’s test strategy.
• Customer Upskilling - You will help transfer knowledge of the Smart Product Suite to Customer teams and colleagues.
• Providing Customer Added Value – You will help the team deliver added value to our customer-base.
• Contributing to Continuous Improvement - Outside of Customer engagements, you will contribute to the continuous improvement of the Kainos Smart Testing and Audit products by suggesting new features & functionality and liaising with development on the creation and testing of features, fixes etc.
• Working as part of team - You will deliver as part of a team, supported by experienced consultants and supporting more junior team members. You will also support your colleagues to foster an inclusive culture in all that you do.

Minimum (essential) Requirements

• Excellent customer focus, with experience in a customer-facing environment.
• Positive can-do attitude with the ability to work independently and to adapt your style and practices in order to respond to changing circumstances and customer needs
• Clear and effective communicator (both written and verbal). Due to the interactive nature of the role, our team members must be able to communicate effectively with both customers and colleagues.
• Ability to prioritise, plan workload and meet key deadlines.
• Ability to apply all relevant standards and procedures to your own work, maintaining high levels of quality and accuracy at all times.
• Good commercial awareness and understanding of project and business dynamics.
• Excellent attention to detail.
• Capable of working within (remote) teams and alongside customers, as well as individual tasks with limited supervision.

Desirable

• Business, Finance, Computer Science or related degree to an honours level.
• A developed understanding of manual and automated testing.
• Exposure to software development, business analysis or quality assurance/test consulting environment.
• Experience in the implementation of on-premise or cloud-based Financials / Business Applications such as CRM, ERP, BI or HCM.
• Experience of the Workday Application Suite.

Embracing our differences

At Kainos, we believe in the power of diversity, equity and inclusion. We are committed to building a team that is as diverse as the world we live in, where everyone is valued, respected, and given an equal chance to thrive. We actively seek out talented people from all backgrounds, regardless of age, race, ethnicity, gender, sexual orientation, religion, disability, or any other characteristic that makes them who they are. We also believe every candidate deserves a level playing field.

Our friendly talent acquisition team is here to support you every step of the way, so if you require any accommodations or adjustments, we encourage you to reach out.

We understand that everyone's journey is different, and by having a private conversation we can ensure that our recruitment process is tailored to your needs.