Aquila

Financial Planning and Analysis

• Triage incoming cases, calls, and chats related to financial aid software, ensuring timely and accurate responses
• Assist school administrators with interpreting financial aid policies, regulations, and system functionality
• Offer real-time support through chat and phone; provide same-day responses whenever possible and maintain consistent follow-up
• Participate in "swarm" problem-solving sessions; engage in group communication channels to resolve complex issues
• Contribute to development of knowledge base articles and standard operating procedures
• Serve as a trusted resource for financial aid professionals, guiding institutional staff on compliance, packaging processes, and regulatory guidelines
• Collaborate with internal teams and report to Director, Product Strategy & Operations

Financial Aid Specialist

Sales

• Establish and own the sales function for Plurilogic’s ERP platform for schools (SIS, accounting, admissions, library)
• Drive year-over-year revenue growth through new customer acquisition and upselling to existing customers
• Lead sales opportunities from lead through contract execution and manage sales targets and KPIs
• Recruit, coach, and develop a scalable sales team; lead weekly team meetings on KPIs and pipeline reviews
• Maintain real-time oversight of CRM, deliver accurate forecasts and monthly projections, and manage the annual sales budget
• Collaborate with Marketing, Product, and R&D to analyze market trends and inform go-to-market strategies, including AI initiatives
• Build trusted relationships with school directors and administrators and represent the company at client sites and industry events
• Own Microsoft education licensing sales as part of Plurilogic’s CSP Direct reseller program
• Report to the General Manager of the Montreal office and contribute market insights to leadership

Director of Sales, Bilingual

Customer Success Manager

• Assist the Onboarding Specialist with guiding new clients through implementation, compiling assets, configuring accounts, training users, and coordinating with external partners.
• Serve as first point of contact for client questions, offering solutions and advice; handle technical tasks like reviewing API requests/responses, analyzing customer data, and occasionally managing PHP code.
• Maintain proactive client communication, advise on best practices and product usage strategies.
• Identify upsell/cross-sell opportunities, advocate for custom solutions via professional services, and prepare data-driven reports.
• Refine onboarding and support procedures to ensure client retention and low churn.
• Full-time, fully remote position based in the United States or Canada, with working hours aligned to 9 am–6 pm EST.

Customer Success Specialist

Customer Support

• Serve as trusted point of contact for a portfolio of 20–40 clients across the United States and Canada
• Manage incoming support requests via phone, chat, and email; triage inquiries and create tickets when needed
• Troubleshoot technical issues, provide real-time assistance, and follow up to ensure resolution and client satisfaction
• Research and document solutions using historical data and past tickets
• Collaborate with Developers and Business Analysts to resolve complex issues and communicate findings
• Gather client feedback, communicate enhancement requests to Product and Development teams, and train clients on new releases
• Participate in team meetings, training sessions, and webinars to ensure alignment and ongoing development
• Full-time, fully remote role with working hours aligned to 9am - 5pm PST within the United States or Canada

Customer Support Specialist

• Trusted partner to a portfolio of clients across the lending industry and related verticals.
• Guide customers through onboarding, implementation, engagement, and expansion.
• Monitor platform usage, identify opportunities for improvement, and partner with internal teams.
• Share client insights with technical stakeholders, spot upsell and cross-sell opportunities, and prepare data-driven reports.
• Assist Onboarding Specialist with implementation tasks, configure accounts, train users, and coordinate with external partners.
• Provide customer support, review API requests/responses, analyze customer data, and occasionally manage PHP code.
• Maintain proactive client communication, advise on best practices, and optimize client operations.
• Prepare reports highlighting improvement areas and flag emerging issues.
• Continuously refine onboarding and support procedures to deliver exceptional experience.