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Customer Experience Associate - Manilla

West Coast, US/Canada - Customer Experience

The Opportunity 

Cascade is a global SaaS-integrated platform helping thousands of organizations to run their business, from business planning and departmental strategy, right through to tracking and execution of initiatives, team performance and more. 

Our core principle is that each and every team member is an integral cog in the functioning of a business, and we believe Cascade is the only platform that connects them all to real outcomes and tangible success.  We’re passionate about organizational synergy; bringing companies together through efficient strategic planning and execution, and helping drive teams to be greater than the sum of their already impressive parts.

In 2014 we identified a gap in the market for strategic execution software, and our adventurous tech start-up was born.  Today, we’re an ever-growing team of 40+ mission-obsessed people, and have established ourselves as the market leader in our field.  Based in Sydney, Australia, with offices in the US and South Korea, we work closely with an array of customers around the globe, from Team Leaders at small businesses to CEOs of multinational corporations.

2021 promises to be a huge year, and we couldn’t be more excited about entering the scale-up phase as we take a deeper dive into the future of business strategy.  Team alignment is becoming widely recognized as more important than ever across all organizations, and we believe this evolution of thought will be the catalyst in achieving our goal of putting Cascade in the hands of millions of people.  

The Role

First and foremost, this isn’t your average CXA role.  We’re looking for vibrant, creative, problem-solving people who are sponges to new information, and thrive when placed in a challenging environment.  You’ll be the Sherlock Holmes of sales-lead and expansion opp. identification, the Nelson Mandela of empathetic onboarding and client support.  You’ll be as eager as a beaver when it comes to intuitively powering our template library with new templates every day, and a dog with a bone when it comes to resolving a customer’s tricky user experience issue.

Being on the Cascade frontline, you’ll be charged with taking current and potential customers from fledgling beginners to accomplished champions, from ‘how do I use Cascade?’ to ‘how did I ever do without it?’.  You’ll be the most important touchpoint for a huge range of clients, proactively managing end-to-end customer lifecycles from short-term / one-off queries to ongoing long-term relationships, continually guiding customers to realise rich value from our software.  

With Cascade as your tool, you’ll be helping build the world’s fastest Formula One car, to battling the AIDS epidemic, to building a supply chain for COVID vaccines (all real customer outcomes tracked in Cascade!). You’ll meet at the crossroads of business expertise and technology know-how to drive meaningful change in real time, whilst directly impacting the growth and trajectory of our business. 

We’re really proud of our customer-centric culture - you’ll therefore be masterful with internal and external engagements, putting the customer at the heart of everything you do whilst working cross-functionally with global teams, to help take this established start-up to the next level... and become a unicorn. 

Progression

Initially an offboarded Associate role based in Manila, Philippines, this opportunity should be seen as the first step in a long and prosperous career with Cascade, tailored to your own ambitions.  You’ll be able to shape your career path, with opportunities to work closely with our Sales, Marketing, Customer Success and Product Design teams, and working trips to our Sydney, Australia office.  Essentially we want people who give a damn about Cascade, and in return, we’ll give a damn about you!

Ideal candidates

This is the ideal role for you, if you:

  • Live and breathe customer solutions, and get a thrill from helping people
  • Find problem-solving fulfilling and challenging - prioritising customer experience with a focus on customer satisfaction
  • Are self-motivated and eager to learn - you thrive in a dynamic environment
  • Are experienced in fast-paced customer-based roles - you strive to understand a clients' goals, anticipate future needs and identify solutions
  • Are comfortable working in a role that requires a blend of strategic thinking and hands-on customer-facing activity
  • You’re as interested in delivering feedback to help improve our product as you are helping solving quickly-changing customer needs
  • Are an outstanding communicator, articulate, and fluid conversationalist (min. 7.5 on the IELTS for speaking, writing, reading, and listening)
  • Are interested in building your technical skills and learning about HTML, IT security, APIs and more
  • Are resourceful, adaptable, and comfortable with ambiguity - you might not always have all the answers, but you know how to find them
  • Are proactive, and not a passenger!

Key Responsibilities 

  • Provide support and guidance to potential customers who are evaluating the software, based on a deep and up-to-date knowledge
  • Provide a seamless onboarding experience to new customers, understanding all elements of their business, products, processes, and needs
  • Engage in strategic conversation to seek out and identify sales-lead opps
  • Identify expansion and improvement opps, driving creative expansion strategy to accelerate & increase ACV for existing customers 
  • Assist in the development of the Cascade Knowledge Base, and continually power our template library with tailored detail
  • Diagnose software issues / potential improvements and engage with our product team using established processes
  • Consistent interdepartmental collaboration - partnering with Account Executives, Pod lead and the Sales teams to drive the completion of successful customer interactions

KPIs

Whilst the specific KPIs of the role will evolve over time, you’ll typically be responsible for helping to drive metrics such as:

  • Activation rate (set-up of new trial customers who require/ask for help)
  • Daily / Monthly Active Users (# & %)
  • Expansion Rate
  • Churn Rate
  • NPS/ CSAT
  • Customer reviews
  • Referrals

A Day in the Life of a CXA

9:00am - You jump onto our customer experience platform and start connecting (via live chat and phone) with people around the world who are interested in or already trying out the Cascade tool, helping build out their strategic plans in real-time.  Some need simple advice about how to structure their plans, others want a more indepth look at how our strategy dashboards work.  

11:00am - You’ve already identified a host of sales leads and helped a tonne of current customers, when you decide to check in on a huge multinational that signed up for a free trial overnight - it looks like a few of their users have already been pretty active within Cascade!  You login to their instance and straight away can see lots of opportunities to help them optimize the way their strategy is set up.  You decide to create a few awesome-looking dashboards that really show off Cascade’s potential, then you grab someone from Sales and give them a full debrief of this massive opportunity.

12:00pm - Alongside your sales teammate, you run a demo of Cascade for the large multinational - they love what they see, and have a tonne of specific follow up questions about some of the more advanced functionality.  You record a quick follow up video for them with all the answers to their questions, and (of course!) you’ve made them love Cascade even more…

2:00pm - You’ve recently noticed that customers keep asking whether Cascade supports multilingual, and our knowledge base doesn’t really give the customer a clear answer.  You decide to take on the problem by writing a knowledge base article with a few quick screenshots of Cascade in Spanish (thanks, Google translate!).

4:00pm - The product team have called a 30 minute meeting to get some CXA feedback on a new feature they’re working on.  It looks great, but you’re happy to have been able to suggest some concrete improvements based on your recent experiences with customers.  They’ve updated the specifications, and it looks like our Development team is already hard at work implementing your suggestions!

5:00pm - You’re hard at it providing a seamless customer onboarding experience to an array of clients, and notice one of our oldest and most important customers is having real difficulty adding new roles and users to Cascade.  You notice this because of a notification you receive about consistent errors that they keep getting in the UI.  They haven’t asked for anyone’s help, but you know exactly what’s going wrong, so you look up the user in the CRM and give them a call.  They’re surprised you even knew about the problem, but delighted you were so proactive.  They tell you this is the reason they love Cascade and why they recommend it to all their friends and colleagues.  Great work!

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