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Customer Success Manager / Support Specialist

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    James Andrews

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  • Published:

    about 1 month ago

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​Edward Mann is recruiting for multiple roles on behalf of an exciting Australian Tech start up; we're searching for a Customer Success Manager (Up to $110k) & Customer Support Specialist (Up to $80k) + super + ESOP depending on experience and can be flexible for outstanding candidates. 

Both are challenging roles that will give you full exposure & great autonomy in planning and executing a broad range of customer success initiatives and work closely with experienced teams to craft & grow relationships, ultimately driving the scalability of the business.

About the Company

Our client is a rapidly growing Aussie tech start-up that is tackling the relatively new EdTech category. They are pioneering to ensure schools, students and parents get the very most from their extracurricular programs - from sport, to music, performing arts, outdoor education and more. 

The product is currently used by 10s of 1000s of staff and students at schools across Australia. They are one of the fastest growing EdTech businesses in APAC growing 2X in 2022, 2X in 2023 and have eyes on great gains for 2024. This year the business will continue to go international, launching across the Middle East and Asia.  Over the past year has received large capital injections from a variety of VC partners and being written up in Forbes and the Australian Financial Review. 

You will be a key member of the customer success team, work directly with the founders and external stakeholder to position yourself as a key driver of Growth!

About the Roles

Customer Success Manager

You will be reporting to the Customer Success Lead and the CEO and focused on helping schools maximise the value they get from leveraging the product, foster relationships, understand their unique needs, and engineer tailored solutions that helps drive scale. Your core responsibilities will include:

  • Customer Relationship Management - Build and maintain strong, long-lasting customer relationships with your portfolio of schools to foster trust and loyalty.

  • Product Adoption and Usage - Post-initial implementation with the Onboarding Specialist, continue to drive adoption across the school. Constant monitoring of usage regardless of schools' maturity, ensuring they are equipped with all the knowledge and resources to maximise their potential and achieve their desired outcomes.

  • Retention Focus

    - Identify potential churn risks and implement strategies to enhance school satisfaction and commitment, ensuring high retention and renewal rates. Work collaboratively with the Support and Product teams to address and rectify any challenges the schools face.

  • Growth & Upselling

    - Create interest, recognise and act upon opportunities to provide schools with higher tiers or additional modules, deepening their engagement and value derived from the product

  • Problem Resolution - Work with the Support team to identify and quickly resolve any customer issues or concerns before they require escalation, ensuring high levels of satisfaction.

  • Voice of the school - Engage regularly with schools' stakeholders to gather feedback, and ensure the feedback influences product developments and enhancements.

  • Customer Advocacy

    - Turn satisfied schools into advocates, leveraging their stories to help the Marketing team create case studies, testimonials, or referrals.

  • Internal Projects

    - Actively participate in internal projects aimed at refining and improving Customer Success processes, as well as collaborate with cross-functional teams on initiatives that promote business growth.

  • Cross-Functional Collaboration

    - Work closely with the Onboarding Specialist to ensure a smooth transition of schools after the initial setup phase and maintain a consistent line of communication with other departments to ensure schools' needs are met.

Your Skills and Experience

  • 2+ years of customer success experience (SaaS preferred but not essential)

  • A strong marketing discipline, cross-functional and proven project management skills to translate ideas into reality with some or little guidance;

  • Thrives in a fast-paced environment with the ability to pivot and problem-solve;

  • Team player who enjoys working in a collaborative environment, with the ability to build relationships with key stakeholders;

Customer Support Specialist 

The Customer Support Specialist is responsible for ensuring that customers have a great user experience, with any issues being managed quickly and professionally.

  • Review, manage and respond to all incoming channels where customers interact with the business (this includes Intercom chats, email, and occasionally Zoom calls) regarding product and service questions and information.

  • Resolve customer complaints and issues via active engagement and troubleshooting. Provide solutions to these issues via an investigation/response process where possible. If unable to solve the issue, or if the interaction requires a higher-level response, these

    matters should be escalated to the Head of Customer Success.

  • Ensure your product suite knowledge is regularly reviewed and remains up to date with all changes - before you can support others, you must know the product yourself.

  • Participate in writing excellent help documentation - both for internal use and for our customers.

Your Skills and Experience

  • At least 1 year of experience working with customers, ideally in technology

  • Familiarity with chat (e.g. Intercom), CRM (e.g. Pipedrive) and Atlassian Jira platforms 

Additional Perks

  • Plenty of room to grow in your career.

  • Share/Equity options program, so you can own part of the company you work at.

  • Flexibility - flexible about working remotely and no pressure to adhere to the typical 9 - 5 business hours if you’re more productive working different hours.

  • Fun team-building experiences - Dinners, Lunches, Activities and the like.

  • Full remote options 

For more information please apply ASAP.

Edward Mann Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Edward Mann Ltd is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply.