Customer Experience Manager

Cialfo is a leading platform connecting students, higher education institutions, and counselors through technology-driven solutions. Launched in 2017 with a mission to make education accessible to 100 million students, Cialfo provides a range of mobile and web solutions to students, K-12 institutions, and higher education institutions. We’re one of the fastest-growing tech startups in the region, consistently charting new heights!

About This Role

Are you a people-oriented person and enjoy looking for ways to enhance other people’s journey? If it’s a yes, join us in our Client Experience team and support our clients on their Cialfo journey through the discovery of needs and strategic matching of bulletproof solutions, all within our platform. This position will report to the Associate Director for Client Experience (Rest of World) and collaborate with other Client Experience Managers, Student Education Advisors and Growth team members to build a strong community of Cialfo advocates in Indonesia.

What You Will Be Doing:

• A typical day will include supporting your assigned accounts with product questions, onboarding or refresher training, and passing on feedback or issues with the platform to our product team. These interactions can happen by email, online video calls or in person
• You will be responsible for building strong relationships with clients, understanding their challenges and building and executing success plans for each, all helping them achieve their intended goals and increasing their satisfaction with Cialfo
• You will be responsible for renewing your clients, championing their needs and making sure they are happy through regular calls and emails. It is your responsibility to ensure the client is using Cialfo to its full capacity to solve their problems and find value in the product
• In addition, you will be asked to share strategic insights into the thoughts and motivations of Indonesian students based on your interactions with your clients, helping Cialfo to grow our brand and product offerings for this market
• You will also be helping to identify clients who are a good fit for our Direct Apply product and customize their training and support to drive adoption of this first-of-its-kind application solution for submitting university applications all over the world

*About You *

Qualifications

A Bachelor’s degree in the relevant field

Experience

3+ years of meaningful experience in a customer success, account management or strategic consulting organization

Skills

• Amazing communication and consulting skills - the ability to collaborate with clients to uncover how they define success and customize a message and a solution to match their needs
• Very comfortable with technology and learning your way around new systems
• Street cred - experience working with a high volume of tiered accounts across multiple regions internationally
• Solid understanding of enterprise SaaS applications and collaboration technology
• Excellent coaching, writing, discovery, and presentation skills
• Comfortable and willing to be a hands-on contributor

Qualities

• Great communicator - must have the ability to learn and talk about the product and services in an exceptional manner tweaking their style to their target markets
• Can positively influence school faculties and decision making authorities like counselors and parents towards working with Cialfo
• Can easily manage their own schedules and timelines

Good to Have

• Experience working with educators and high school as clients previously and/or with university recruitment
• SaaS education technology experience is preferred