Key Accounts Executive
•Datadog· 1h
💼 Sales⏰ Full-time⭐ Senior💰 $135k-150k🇺🇸 Chicago, USA
1h ago
Stellic·about 1 year ago
We’re building a future where every student can move through their education with clarity, confidence, and purpose. Our platform transforms the student experience, giving them then tools they need to make the right decisions about their degree plans, track their journey, and build an education and career path that’s truly their own.
Stellic is a fast-growing startup backed by leading social impact investors, partnering with top institutions like Cornell, Columbia, UVA, and Ohio State to support over 1 million students across 7 countries. As we scale to serve more universities worldwide, we remain deeply committed to this mission, driven by our values, and committed to building a high-performance team that’s here to make a lasting difference on both students’ lives and higher education.
As the Technical Support Analyst, you will be a founding member of our Support organization, responsible for delivering top-notch technical support to our customers. You will handle incoming support tickets, ensure timely and high-quality responses, and collaborate closely with our Engineering team to resolve bugs and address urgent customer escalations. Within your first year, you will develop deep product expertise, becoming a trusted technical advisor that even Product Managers turn to for insight on platform functionality.
Serve as a founding member of the Support team, playing a key role in training and mentoring future support staff
Manage and respond to 500+ support tickets monthly while maintaining a 90%+ individual CSAT rating
Provide high-quality technical support with initial response times under 12 hours and resolution within 3 business days for 90% of tickets
Independently resolve 70% common issues without escalation
Partner with Technical Writers to maintain a comprehensive knowledge base for faster issue resolution
Monitor customer support trends and identify areas for improvement
Work closely with Engineering to effectively escalate and resolve bugs and urgent technical issues
Foster and maintain a customer-centric culture within the support team and broader organization
Customer service experience (2+ years preferred)
Bachelor's degree
Experience with education technology or student information systems or similar SaaS customer support with B2B and B2C
Experience using support ticketing systems
Strong troubleshooting and analytical abilities
Excellent written and verbal communication
Ability to manage multiple priorities
Ability to multi-task and autonomously prioritization
Strong cross-functional expertise engaging with engineering, customer success, and product management team
Comfortable with travel (domestic and international)
Shape the future of an impact-driven company at the forefront of higher education transformation
Work closely with an ambitious, mission driven leadership team
Own and scale the recruiting engine of a high growth company
Competitive salary, equity, and a culture of excellence, speed, and ownership.
Work and learn from some of the most prominent thought leaders in higher education and SaaS
Generous stock options in a Series A stage startup
Flexible, outcome-based culture
Comprehensive health insurance, with Stellic covering 99% of your premium and 75% for dependents on our base plan
401K and commuter benefits
Annual international retreats in some of the most beautiful cities & towns
$110K-$120K base salary, plus equity
Our company values diversity and believes diverse teams make innovation possible. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.