Client Solutions Specialist (18-month contract)

Xello; United States; Remote; USD 50,000 - 60,000; Full time

Benefits offered by this job

Remote work environment

4 weeks vacation

80% employer-paid health benefits

4-month top-up for parental leave

401(k) with 3% matching

Job summary

Xello is seeking a Client Solutions Specialist for an 18-month contract. You will be the face and voice of the client experience, handling inquiries by phone and email and guiding users through solutions.

We value empathy, curiosity and problem solving, with collaboration across teams to elevate service standards. This remote role includes onboarding support and a PD budget.

US-based staff receive remote work, vacation, benefits, parental leave top-up, and 401(k) matching.

Qualifications

• Minimum 3+ years in client service or support.
• Experience handling CRM tools and resolving technical issues.
• Experience in SaaS or education technology preferred.

Responsibilities

• Provide a positive, exceptional client experience through high quality service by phone and email.
• Gather information, troubleshoot and resolve client issues with creative solutions.
• Prioritize client questions and collaborate with internal teams to resolve issues.
• Document all client interactions accurately in the CRM and maintain timely responses.
• Build and sustain relationships to improve customer satisfaction and experience.

Skills

3+ years client service experience

CRM troubleshooting

SaaS/education tech experience

Excellent communication

Tools

SalesLogix

Salesforce

Job description

Xello is looking for a Client Solutions Specialist (18-month Contract)

Please note that the schedule for this role is Monday - Friday from 12pm - 8pm ET.

Who are you?

You are passionate about helping others, digging deep and are genuinely curious about solving challenging issues for them. In your hands, no problem goes unsolved. As a naturally empathetic communicator, you take pride in managing the client experience through thoughtful and personal interactions that are spirited, genuine, and helpful. Soaking up knowledge is your favourite pastime and you strive to learn more about the products from personal exploration, working with peers, and learning from the client directly. But your desire to learn doesn’t stop at the product; With your tech savvy nature, you are eager to understand the technology and applications behind the products so that you can find the best solutions.

As a team member, you collaborate with your peers to bring the service standard to life. You are a dedicated and true team player, eager to share your knowledge and learn from others. You use your company-wide knowledge to find solutions and create moments of truth for client.

Sound exciting to you? Read on!

What you’ll do…

You are the face and voice of our clients’ experience. Acting as the first point of contact, you will:

• Provide a positive, exceptional client experience through high quality service and communication by phone and email
• Work through creative solutions to effectively gather information to identify, understand, troubleshoot and resolve client issues
• Evaluate and correctly prioritize client questions and inquiries that need attention
• Identify technical issues and collaborate with other internal teams to get them resolved
• Maintain an efficient resolution time that meets performance standards
• Become an expert in all products and features offered to our clients
• Accurately document all client interactions in the CRM
• Anticipate potential issues and product challenges that may arise
• Build sustainable relationships of trust through positive and personal interactions
• Innovate and proactively seek out new ways to improve the customer experience
• Liaise between clients and internal staff to effectively and efficiently improve user experience
• Help clients become more self-sufficient by walking them through solutions and guiding them to appropriate resources
• Maintain highest levels of client satisfaction and provide a sense of urgency that meets our clients’ expectations

What we’re looking for…

• 3+ years of proven client service experience preferably in a client facingenvironment, communicating through email and phone
• Expertise in troubleshooting and technical proficiency with CRM tools(SalesLogix, Salesforce.com, etc.)
• Experience working in SaaS or education technology industry
• Strong organizational skills and the ability to multi-task, prioritize, and managetime effectively
• Strong technical aptitude combined with amazing people skills
  The compensation range for this role is $50,000 - $55,000 CAD. The final offer will be determined based on the candidate’s experience and expertise, as assessed during the interview process.

_ This position is a current vacancy and we are actively seeking to fill this role _

We’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 remote
• 4 weeks of vacation
• Employer-paid health and dental benefits
• 4-month top-up for parental leave
• Group RRSP with 3% matching

For our US based staff, we also offer:

• Remote work environment
• 4 weeks of vacation
• 80% employer-paid health benefits
• 4-month top-up for parental leave
• 401(k) with 3% matching

For our UK based staff, we also offer:

• Remote work environment
• 28 days annual leave (inc. 3 days at Christmas) + bank holidays. With additional annual leave days added to reward long service