Eastwood Libis, QC, PH

Customer Success Associate

About the client:

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:

We are looking for a Customer Success Associate (CSA) to work with our North American K12, Higher Ed, and Professional Learning customers. CSAs will play a critical role by supporting our customers who have implemented the Instructure Learning Platform and elevate Instructure customer journey through strong collaboration with their aligned Customer Success Manager.

Job Summary:

The Customer Success Associate will manage the customer experience as the primary point-of-contact for mid-market customers, partner with and escalate to the territory-aligned Customer Success Manager, and support customers along the Instructure customer journey to ensure our customers are realizing value and having a great customer experience. CSA will be successful in their roles by collaborating with Customer Success Managers to retain revenue and grow revenue within their assigned territory.

Job Details:

  • Hybrid work setup – 2 days onsite, 3 days’ work from home
  • Monday to Friday
    • 8 PM - 5 AM Manila Time
    • 9 PM - 6 AM Manila Time
    • 11 PM - 8 AM Manila Time
  • *Following Philippine Holidays

Responsibilities:

  • Manage the Instructure customer experience for all assigned customers
  • Work collaboratively with Customer Success Managers, Sales, and Renewals to increase market share from existing account base and new business to business opportunities
  • Act as liaison between the customer and Instructure, elevating concerns and growth opportunities to the Customer Success Manager
  • Understand the customer’s vision and goals with the Instructure Learning Platform and monitor their success and risk accordingly
  • Identifying trends, needs, and opportunities by customer base, region, state, and other characteristics to propose and assist with proactive messaging and resources to support customer growth
  • Ensure data integrity standards are maintained in Gainsight and Salesforce as it relates to customer engagement tracking, product utilization, and playbook management
  • Support Customer Success Managers as they prepare for strategic customer meetings with customers by generating reports and presentations
  • Internal coordination of customer questions, requests, and issue resolution.
  • Develop and enable one to many digital campaigns and build response templates for frequently asked customer questions and communications
  • Customer relationship value, as captured in candid and survey feedback
  • Data and Reporting fluency (including utilization reports, adoption reports, trends in regions/states/territories, etc.)
  • Ability to build relevant and engaging customer-facing assets (including webinar decks, and one-pagers)
  • Addressing trends, including identification, documentation, communication, recommendations for action plans, and collaboration with Customer Success Manager
  • Actioning of feedback from surveys, customer conversations, etc.

Qualifications:

  • College degree (BS, BA, etc.)
  • Exceptional communication skills both written and verbal
  • Client-facing background is a must
  • Experience in Customer Success or Account Management.
  • Capacity to set correct expectations and manage issues to completion
  • Ability to multitask and prioritize tasks in a changing environment
  • Strong team mentality, utilizing internal and external resources strategically and judiciously
  • Customer-facing background within the software industry
  • Demonstrated ability to solve problems and seek solutions
  • Ability to work North American hours

by Carl Trinidad

Data QA Analyst

Position Summary:

The Data QA Analyst will be responsible for configuring back-end systems for Go to Market Software for B2B Enterprise, managing queued data cleaning tasks, and performing data quality analysis. The role involves working closely with the product team and system operations managers to request new features that improve daily activities and optimize processes. Experience in SAAS sales is preferred.

Job Details:

  • Work from Home
  • Monday to Friday | 10 AM to 7 PM PH Tim
  • *Following PH Holidays

Responsibilities:

  • Configure back-end systems for Go to Market Software for B2B Enterprise.
  • Manage queued data cleaning tasks to ensure data integrity and accuracy.
  • Conduct comprehensive data quality analysis to identify and rectify data issues.
  • Collaborate with product team and system operations managers to propose and implement new features that enhance daily operations and optimize workflows.

Qualifications:

  • Proven experience in data quality analysis and data cleaning.
  • Strong understanding of back-end systems configuration.
  • Ability to work collaboratively with cross-functional teams, including product and operations managers.
  • Experience in SAAS sales is preferred.
  • Excellent analytical and problem-solving skills.
  • Strong attention to detail and commitment to data accuracy.
  • Effective communication skills, both written and verbal.
  • Proficiency in relevant software tools and technologies for data analysis and back-end system configuration.

by Carl Trinidad

Digital Customer Representative

About the client:

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:

We are looking for a Digital Customer Representative (DCR) to support our global customers who have implemented the Instructure Learning Platform and provide them with an exceptional customer experience. DCRs will play a key role in supporting our customers across the globe by executing the digital transformation of the Instructure customer experience.

Job Summary:

The Digital Customer Representative will manage the Instructure digital customer experience for our dynamic, but smaller customers. DCRs will activate and monitor the Instructure digital customer journey playbook and identify opportunities and risks for customers in this segment. DCRs will be successful by automating the Instructure customer journey, identifying success and risk trends, and actioning plays that align to observed trends that increase retention, and customer satisfaction and grow revenue.

Job Details:

  • Onsite Work Setup - Eastwood, QC
  • Monday to Friday | 8 AM to 5 PM EST or 8 AM to 5 PM Philippine time
  • *Following Philippine Holidays

Responsibilities:

  • Manage the Instructure digital customer experience for all assigned customers
  • Monitor the digital customer journey outcomes and identify opportunities and risks
  • Own communication in the customer success inbound queue, directing the customer to the appropriate resources and contacts to achieve their goals
  • Deploy automated implementation and adoption activities and track customer progress through implementation to ensure success
  • Develop and enable one-to-many digital campaigns and response templates for frequently asked customer questions and communications
  • Ensure data integrity standards are maintained in Gainsight and Salesforce as they relate to customer engagement tracking and product utilization
  • Assist in coordinating customer success-led one-to-many webinars & other campaigns by identifying the right contacts, sending invites, tracking attendance, and sending follow-ups. Digital Customer Success will also collaborate with other stakeholders on webinar content
  • Own inbound opportunity generation and qualification
  • Analyze territory customer base to identify and surface growth opportunities for AE
  • Customer response times aligned with targets
  • Data and Reporting fluency (including utilization reports, adoption reports, trends in customer questions/requests, etc.)
  • Ability to build relevant and engaging customer-facing assets (including webinar decks, and one-pagers)
  • Addressing trends, including identification, documentation, communication, recommendations for action plans, and collaboration with Customer Success Manager
  • Actioning of feedback from surveys, customer conversations, etc.

Qualifications:

  • College degree (BS, BA, etc.)
  • Exceptional communication skills both written and verbal
  • Experience building one: many digital campaigns with efficient processes
  • Digital Marketing experience or background is a must
  • Comfortable with analyzing data and dashboards
  • Experienced in Google Slides and Canva
  • Capacity to set correct expectations and manage issues to completion
  • Multitask and prioritize tasks in a changing environment
  • Strong team mentality, utilizing internal and external resources strategically and judiciously
  • Demonstrated ability to solve problems and seek solutions
  • Proficiency in CRM systems, customer success platforms, and other relevant tools. Prior experience with Gainsight is desired, but not required.
  • Prior customer-facing background within the software industry, EdTech experience is desired, but not required.

by Carl Trinidad