Senior Client 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 edtech startups in the region, consistently charting new heights

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. Work cross-functionally with other departments and transform every point of contact into an opportunity to turn a stranger into our client, and a client into our vocal advocate.

**Responsibilities**

Our Client Experience (CX) team spans the globe. We work with our client users to define and achieve success and support their use of the Cialfo platform. We believe in putting our clients first - through our client community initiatives, training and support efforts, and user adoption programs. Our team is energetic, fun, and we strive to ensure our clients needs are met consistently.

As a Senior Client Experience Manager, you'll work closely with our partner schools to discover their needs and requirements, and then coach them on the best ways to use Cialfo to solve them. You'll build long-term relationships with your accounts that go beyond feature usage or student adoption and turn your most engaged clients into vocal advocates of the 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 leader of the customer onboarding experience, you'll be actively involved in helping clients successfully launch and adopt Cialfo.

In this role, you'll focus on the three R's of CXM'ing:

- **Renewal**: You'll work in a regional pod, along with Sales Growth Partners towards shared renewal and revenue goals. Along with your team, you'll create a regional strategy to ensure high renewal and expansion rates.
- **Retention**: You'll create a success plan (to include metrics for success) for your clients from their initial trial period, through onboarding, on to training and user adoption until it's time for renewal
- **Referral**: You'll strive to ensure client happiness and make our clients natural advocates of Cialfo by driving participation in our community, social forums, and client testimonial opportunities.

**Requirements**:

- 5+ years of meaningful experience in a customer success, account management or strategic consulting organization.
- SaaS education technology experience is preferred.
- Salesforce proficient.
- An energy that is ignited through daily client engagement.
- A winning attitude which you use to drive outcomes.
- Amazing communication and consulting skills - the ability to collaborate with clients to uncover how they define success.
- Street cred - experience working with a high volume of tiered accounts across multiple regions internationally.
- Excellent coaching, writing, discovery, and presentation skills.
- Comfortable and willing to be a hands-on contributor.

**Benefits**

Exact benefits vary depending on your location. That said, all full-time Cialfo employees receive the following benefits:

- Paid Annual and Medical leaves
- Flexible working environment
- Medical Health Insurance
- and more...