Customer Success Advisor

CognaLearn was founded to help educators replace lectures with Team-Based Learning. Our award winning www.intedashboard.com online team-based learning platform provides professors with the real-time data to deliver the engaging collaborative learning experiences used to develop problem-solving skills essential for the workforce. Since our founding at Duke-NUS Medical School, we have grown to serve over 100 institutions, 1 in 10 US medical schools and 25% of the Ivy League.
 

We are looking for a Customer Success Advisor who will be based remotely and report to our Customer Success and Account Director (Global) at our global headquarters in Singapore. If you aren’t afraid of a challenge, we’d love to help you make an impact.

Overview of role

What You Will be Doing

Customer Support
 

  • Onboarding: help customers set up their InteDashboard account over a Zoom call
     

  • Checking in: schedule check-in calls with customers after their onboarding in the first 30 days
     

  • Supporting: respond to support tickets within two hours
     

  • Creating: create user guides for InteDashboard online resource
     

  • Communicating: relay feedback and feature requests to Product team

Customer engagement
 

  • Act as trusted advisor to customer stakeholders and executive sponsors to drive product adoption and ensure they leverage the solution to achieve full business value
     

  • Maintain a deep understanding of our Company’s business solution and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionalities for their specific needs
     

  • Own churn mitigation, retention and customer growth strategies to drive for greater business success

Product and Analytics
 

  • Understand the overall concept of the company, including the brand, customer, product goals, and all other aspects of service; especially post sales business analytics and customer success
     

  • Understanding Customer Success revolutionary platforms such as ZenDesk, HubSpot,
    Intedashboard and how these cross functions to effect the business more effectively

     

  • Deep dive in learning how Zendesk business analytics can be useful in better understanding of
    business behaviour

     

  • Customising the dashboard of HubSpot; to initiate and analyse the business sales of customers
    accordingly to their territory, seasonal behaviour etc

     

  • To learn and apply customised workflows in order to automate emails responses, customer
    notification setup, ticketing queues and onboarding schedules

     

  • Via HubSpot analytics, to elucidate predictive forecast patterns of better customer retention, upselling and churn reduction

Education, and Experience Requirements

  • Minimum Diploma in Business Studies / Data Analytics or equivalent
     

  • Prior sales experiences is a bonus
     

  • Excellent command in spoken and written English
     

  • Ability to understand American and European accent
     

  • Preferably one year of experience in related Customer Success business area, supporting a
    B2B SaaS / EdTech product

     

  • High attention to detail

    Customer engagement sessions are pre-planned and some of these sessions are carried out between US East or US West 8am and 5pm. Candidates who are applying must be comfortable with ocassional early morning or late night sessions.

    We believe that teams with diverse and complementary skills perform best and continue seek to broaden the diversity and capabilities of our team. Our Great Place to Work Culture is based on having our team enjoy what they are doing, who they are doing it with and being rewarded fairly.

How to Apply

Send a cover letter and a one-page resume with the subject “Customer Success Advisor – [Insert your name]” to careers@cognalearn.com. Please highlight what you can contribute to our team, why you want to work with us and include this paragraph in the cover letter:

"I hereby give consent for my personal data included in my application to be processed and retained by CognaLearn Pte Ltd, for a period of six months from the date of application, whose registered office is 75 Ayer Rajah Crescent #01-01, Singapore 139953 for the purposes of recruitment process for the Customer Advisor, Singapore position under the Personal Data Protection Act of 29.08.1997 (Journal of Laws No. 101, Item 926 as amended).”

 

Only shortlisted applicants will be contacted.