Customer Success Associate (14-month Contract)

You believe that a company’s success depends on its clients’ success. You are passionate about cultivating and maintaining strong relationships with new and existing customers, and you’ve got the interpersonal and planning skills to back it up.  You have a proven track record of successful client management, preferably in SaaS. Due to your focus on delivering value to clients with every interaction, they perceive you as a trusted advisor and advocate. You can quickly and efficiently resolve clients’ problems using an ingenious mix of empathy, critical thinking, and practical advice. Above all, you identify with our mission of empowering educators with tools to help students plan their successful futures.

As an integral part of Xello’s client-facing team, you will ensure the health, satisfaction, and success of our school and school district accounts. As the primary contact for your clients, you’ll reach out frequently for updates, respond to their questions, learn about their needs, and propose appropriate solutions. Your enthusiastic and proactive support will inspire deeper client engagement with Xello, resulting in client retention and incremental revenue growth. You will also assist Xello in our own quest for continual improvement by analyzing our processes and helping us shape our customer engagement strategy.

Sound exciting to you? Read on!
 

What you’ll do…

• Manage renewals, drive revenue growth, and limit churn with your assigned portfolio of accounts
• Build and actively manage relationships with clients in order to increase product adoption and satisfaction
• Develop achievable success plans with school districts that reflect their resources and ensure their goals are achieved 
• Share best practices for the successful implementation of Xello
• Regularly connect with clients to monitor account health, address concerns, escalate important issues, and manage difficult conversations when necessary
• Nurture retention by proactively engaging with clients to gain insights, communicate new and improved features, analyze issues, and foster add-ons and upselling
• Coordinate and schedule web-based training sessions 
• Act as an advocate for both the client and Xello to ensure appropriate resolutions
• Manage and resolve client issues through collaboration with internal teams, including product development, client solutions, sales, and onboarding
• Document all client interactions and create leads in Salesforce (CRM) 
• Assess and report product bugs
• Share insights, experiences, and lessons learned with your team

• 1-2 years of demonstrated experience managing clients with high levels of satisfaction and retention, preferably in a SaaS environment
• Proven track record of building strong relationships, supporting client success, and delivering value to clients with every interaction
• Strong problem-solving, decision-making, and analytical skills, with the ability to think creatively and be resourceful when assisting clients
• Excellent written and verbal communication skills
• A keen attention to detail, and highly organized when it comes to information management, planning, and time management
• Self-directed, with the ability to effectively prioritize and manage multiple projects/tasks of varying complexity
• Ability to thrive in a fast-paced, agile work environment, where working under pressure and without supervision is the norm
• Enthusiastic about learning and implementing new solutions and technologies 
• Experience using Salesforce or similar customer relationship management (CRM) system
• Proficiency with G-Suite