We're Hiring: Customer Success Coach

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March 22, 2022
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min read

Formed in 2019, Knowledge as a Service, Inc. ("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. Ringorang® went through clinical trials with the U.S. government and national laboratories. It is patented and has been pressure-tested on a global scale with KaaS' Fortune 50 customer.

KaaS is seeking a highly motivated professional to join our team as a Customer Success Coach. This person, lead 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.

Interested applicants should email their cover letter and resume to our Director of Customer Success Niti Singh at hr@kaas.guru.

RESPONSIBILITIES

  • Become an expert in KaaS' software solution Ringorang®
  • Collaborate as a team with Marketing, Product 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
  • Develop and implement Success plans to ensure client account renewal and growth
  • 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 Marketing, Product and Sales 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
  • Serve as a coach to our clients and advise them on best practices in fully integrating Ringorang® in their enterprise
  • Understand client requirements and corporate structure as it applies to Ringorang®'s rollout and adoption

ESSENTIAL SKILLS FOR SUCCESS

  • Basic knowledge of Canva (Ringorang®'s visual design platform for client programs)
  • Comfort with other software, including by not limited to Microsoft's suite of products and solutions
  • 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; 3-4 years' experience managing projects preferred
  • Excellent at following processes
  • Excellent presentation, verbal and written communication skills

Knowledge as a Service, Inc. ("KaaS") provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.