Hiring: Customer Success Coach

Knowledge as a Service, Inc. (“KaaS”) is seeking a customer success coach – a role that is the beating heart of our cutting-edge, high growth software startup.

Formed in 2019, KaaS supports companies making the shift from a traditional workplace training model to a Performance-First Framework that delivers real business results. KaaS’ goal is to empower enterprises to improve their employees’ performance by leveraging training content in microform and delivering it in the way the brain learns within the flow of the workday. Combined, this Framework leads to lasting habit formation that generates measurable outcomes. Ringorang, KaaS’ software-as-a-service (SaaS) solution, is the mechanism through which companies can provide both the content and the necessary regular reinforcement to develop those habits in the workforce.

Not just a job, but a career move, the Customer Success Coach – led by our Director of Customer Success – will lead our clients through the journey of adopting and implementing Ringorang and our Performance-First Framework. This is a post-sale, high-touch, customer-facing role. The ideal applicant skillfully adopts changing technology and deals well with multiple means of communication. Comfort in ambiguity is a plus. 

RESPONSIBILITIES 

• Become an expert in KaaS’ software solution Ringorang
• Collaborate as a team member with Marketing, Product development, Operations, and Sales
• Develop a trusted advisor relationship with clients such that all activities and communications are closely aligned with the client’s business case and strategy
• Escalate or resolve inquires/issues accurately and in a timely manner to maximize client satisfaction
• Establish and oversee clients’ adoption, training and development of best practices within our Framework to drive continuous value and return on investment (ROI)
• Gather feedback and share with Product team teams to ensure fixes or the creation of new features as requested by clients
• Identify opportunities with Sales that lead to the growth of Ringorang’s user count
• Participate in testing of new and updated products and provide feedback
• Understand client requirements and corporate structure as it applies to Ringorang’s rollout and adoption
• Train and support new team members with Ringorang tools and solutions
• Use technology and tools to increase efficiency and productivity 

ESSENTIAL SKILLS FOR SUCCESS 

• Comfort with technology and softwares, including but not limited to Microsoft’s suite of products and solutions, Canva, Zoom etc.
• Comfort leading in-person and online (Microsoft Teams, Zoom, etc.) meetings with internal teams and external clients and partners
• Experience in account management or sales as well as in coaching, teaching or tutoring; 2-4 years’ experience managing projects preferred
• Excellent at following and establishing processes
• Leading with confidence within a start-up environment; flexible with schedules and changing environment
• Excellent presentation, verbal and written communication skills 

BENEFITS

• Medical/Dental/Vision
• 401K
• Flexible PTO
• Life insurance 

WORK ENVIRONMENT

• Work is normally performed in a typical interior/office work environment

Join our team and help caretake our Wichita-based software startup on its significant growth path.