Client Support Executive

Kainos; Derry/Londonderry; On-site; GBP 26,000 - 38,000; Full time

Job summary

Kainos seeks a Client Support Executive to work with a global team behind the Smart Product Suite. You will onboard customers, provide value-add support, and liaise regularly to understand and meet customer needs across HCM, Recruiting, Financials, Payroll and Security configurations.

Responsibilities include designing and refining test packs, upskilling customer teams, and contributing to continuous improvement of the product and services. Collaborative, customer-focused mindset is essential.

Qualifications

• Excellent customer focus and experience in a customer-facing environment.
• Clear and effective communicator, both written and verbal.
• Ability to prioritise, plan workload and meet deadlines.
• Capable of working within remote teams and alongside customers, with limited supervision.

Responsibilities

• On-board and provide BAU support to customers using the Smart Product Suite.
• Support customers as part of the Smart Gold Service to maximise value.
• Execute, report and maintain customer test packs.
• Analyse customer test coverage to suggest enhancements and improvements.
• Liaise with customers regularly as part of the Smart Gold Service.
• Analyse Workday configurations to understand domain settings (HCM, Recruiting, Financials, Payroll, Security).
• Define, design, build and refine test packs from customer discovery.
• Upskill customers on the Smart Product Suite.
• Deliver added value to customers and contribute to continuous product improvement.
• Work as part of a team and support junior colleagues to foster inclusion.

Skills

Customer focus

Communication

Time management

Independent work

Education

Business/Finance/CS degree

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.