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Posted 5 months ago
Requirements and responsibilities
Who are you?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 as their primary point of contact, and you've got the interpersonal and strategic planning skills to back it up. You have a proven track record of successful account 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.What you'll doManage renewals, drive revenue growth, and limit churn with your assigned portfolio of accountsFoster long-term partnerships, ensuring Xello is a trusted solution that meets each client's evolving needs.Develop an achievable success plan with each school district contact that reflects their resources and ensures their goals are achievedShare best practices for the successful implementation of XelloConverse with clients consistently to assess account health, identify and review product implementation goals, address concerns, escalate important issues and have difficult conversations when necessaryNurture retention by proactively engaging with clients to gain insights, communicate new and improved features, analyze issues, and foster add-ons and upsellingWork with clients to identify goals and key performance indicators, and regularly review these goals with themCoordinate, schedule, and facilitate web-based training sessions and in-person product demonstrationsLearn about school district initiatives and look for new activities Xello can supportBased on client interactions and key metrics, provide early identification of potential client issues and address themManage and resolve client issues through collaboration with internal teams, including product development, client solutions, sales, and onboardingAct as an advocate for both the client and Xello to ensure appropriate resolutionsDocument all client interactions and create leads in Salesforce (CRM)Assess and report product bugsAttend client and industry-related events, such as conferences, throughout the yearShare insights, experiences, and lessons learned with your teamProtect the confidential and private information that you may come in to contact within the course of your work and uphold the ethics and integrity of Xello's code of conductWhat we’re looking for…2+ years of demonstrated experience managing accounts with high levels of success and retention, preferably in a SaaS environmentProven track record of building strong relationships, being accountable for client success, and delivering value to clients with every interactionStrong problem-solving, decision-making, and analytical skills, with the ability to think creatively and be resourceful when assisting clientsDemonstrated experience managing client expectations and having difficult conversations, with a focus on reaching positive outcomesExcellent written and verbal communication skills and presentation skillsA keen attention to detail, and highly organized when it comes to information management, planning, and time managementExperience working in a SaaS environmentSelf-directed, with the ability to effectively prioritize and manage multiple projects/tasks of varying complexityAbility to thrive in a fast-paced, agile work environment, where working under pressure and without supervision is the normEnthusiastic about learning and implementing new solutions and technologiesDemonstrated ability to work as a team playerExperience using Salesforce or similar customer relationship management (CRM) systemProficiency with G SuiteBilingual in English and French is an assetWillingness to travel (Less than 15% of time)*Please note this role is remote in Canada only*CompensationThe compensation for this role offers an OTE ranging from $80,000 to $90,000, combining base and incentive. The final offer will be determined based on the candidate's experience and expertise, as assessed during the interview process.About the CompanyWe're Xello - Join us! We are Xello (CASCAID in the UK), the leading developer of future readiness programs in North America and the UK and soon the world! Our mission is to help anyone, anywhere in the world to create a successful future through self-knowledge, exploration, and planning.We believe that by bringing our best selves to our work and collaborating with one another, we can change the world. We are a very diverse group of individuals who work hard, laugh often and share in each other’s lives. We are an inclusive, equal opportunity employer.Embracing agile practices, an innovative mindset, and keeping our users at the heart of what we do, are just a few of the keys to our success.In addition to working with leading technologies, we are committed to continuous learning and growth through internal/external training and mentoring, which includes a PD budget for every employee.For our Canadian based staff, we also offer:Flexible work arrangements including hybrid and remote4 weeks of vacationEmployer-paid health and dental benefits4-month top-up for parental leaveGroup RRSP with 3% matchingFor our US based staff, we also offer:Remote work environment4 weeks of vacation80% employer-paid health benefits4-month top-up for parental leave401(k) with 3% matchingFor our UK based staff, we also offer:Remote work environment28 days annual leave (inc. 3 days at Christmas) + bank holidays. With additional annual leave days added to reward long serviceLike what you hear? Apply Now!
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