Customer Success Associate at U.S. HQ (Washington D.C, USA)

Cialfo - Washington, DC

Full-time
Customer Success Assistant

About Cialfo

Inspire others. Challenge the system. Join Cialfo and be a part of something BIG!We are a team of former counsellors with one vision - to make college application management simple, efficient & accessible to students, parents, and counsellors!

At Cialfo, we work independently. We balance ownership and initiative with flexibility, trusting you to ship on time. While Cialfo is a fast-paced environment, we also believe decisions made quickly should be made thoughtfully.

Our culture is the north star that guides how we work together and with our partners. Are you looking to build something greater than yourself? Do you want to work alongside some of the most talented people in the industry? If so, Cialfo might be the place for you.

Our Customer Success team advises and guides a wide variety of customers, ensuring they launch with Cialfo successfully, adopt it widely, and are continually driving business value from Cialfo. We support all departments, helping to accelerate projects and establish new relationships. On top of our focus to establish Cialfo as a loved global brand, our Education Partnerships team is passionate about helping our partner counsellors and students have the best college application experience possible.

About This Role:
As a Customer Success Assistant, you'll work closely with the Customer Success Managers to ensure that our partner schools needs are met and assist in executing Customer Success processes. You'll help us build long-term relationships with our clients and turn Cialfo's most engaged clients into vocal advocates of platform. You will work in tandem with Cialfo's product, sales, and marketing teams to provide input into strategic customer plans, helping them identify areas where existing customers could improve their use of Cialfo, or uncovering new uses for Cialfo. As the linchpin of the customer on-boarding experience, you'll be actively involved in helping clients successfully launch and adopt Cialfo.

You will work on:
  • In tandem with Cialfo's product, sales, and marketing teams to provide input into strategic customer plans.
  • As the linchpin of the customer on-boarding experience, you'll be actively involved in helping clients successfully launch and adopt Cialfo.
  • Helping clients identify areas where existing customers could improve their use of Cialfo or uncovering new uses for Cialfo.
  • Maintaining good relationships with partners and clients, while implementing strategies to engage and retain clients
  • Work cross-functionally with sales and product development teams to identify ideal customer -demographics information and prioritise additional product features to develop
  • Successfully onboard clients, handle data migration of clients data into our system and provide full support to customer issues or feedback
You will be great at this role if you:
  • Diplomacy, tact, and poise under pressure when working through customer issues.
  • Solid understanding of enterprise SaaS applications and collaboration technology.
  • Meticulousness in following processes and assist in optimizing work flow. -Excellent writing, discovery, and presentation skills.
  • Comfortable and willing to be a hands-on contributor. Responsibilities: (found online, combined a bit with manager role)
  • Provide regular customer service review meetings with the customer and drive through any service improvements
  • Meet support agreement KPI’s
  • Provide the customer with updates related to product changes (i.e.new versions or features) ensuring the customer is keeping their products up to date.
  • Handle day-to-day client requests and issues, and work with the relevant team (product/ customer service) to escalate and follow through on cases
  • Maintain strong working relationships with the customers and acting as their advocate within the company to ensure best in class service whilst maintaining the appropriate company policies and processes
  • Work with the services & support, account management, product management and engineering teams to identify any products at risk then drive the organisation to align best practices to reduce risk and increase overall customer satisfaction
  • Provide feedback on the support delivery performance to the service and support organisation.
Requirements:
  • Highly proficient in writing and speaking in English.
  • G-Suite and Excel skills.
  • 1+ years of meaningful experience in a customer-facing customer success, account management, or strategic consulting organization. SaaS education technology experience is preferred.
  • Solid understanding of enterprise SaaS applications and collaboration technology.
Cialfo Benefits

  • Exact benefits vary depending on location. That said, all Cialfo employees receive the following:
  • Private health insurance
  • Base of 20 days paid time off
Cialfo is an equal opportunity employer and firmly believes in inclusion and diversity. It takes diversity of thought, culture, background, and perspective to create a truly global education platform