Remote Customer Success Manager (APAC) | Remote, Australia based with verification
Instructure · nan, · Remote
About the job
CANDIDATE MUST RESIDE IN AUSTRALIA, BUT POSITION CAN BE WORKED REMOTELY ANYWHERE IN AUSTRALIA
What You Will Be Doing
- Partnering with high-value customers across Australia and New Zealand in the Higher Education Sector.
- Building and nurturing meaningful relationships with key customer stakeholders to ensure alignment with their desired outcomes.
- Developing an understanding of key customer business drivers and challenges, and proactively offering tailored solutions through effective use of Instructure’s products and services to promote innovation and best practice.
- Driving customer adoption of Instructure solutions to enhance business outcomes and overall customer satisfaction.
- Retaining and maximising revenue opportunities through strategic engagement and by understanding customer context, challenges, and solutions.
- Collaborating closely with the sales team to drive customer growth and facilitate pipeline generation.
- Advocating for customers by providing valuable feedback to the product and engineering teams; facilitating platform improvements that better solve our customer’s challenges.
- Participating in cross-functional projects that support goals and initiatives of the Customer Experience team.
- Empathy and the ability to understand customer needs and explain complex issues in authentic and relatable terms.
- Enthusiasm about education and technology with demonstrated technical aptitude.
- Ability to network and influence across multiple senior stakeholder levels within an organisation.
- Clear and concise verbal and written communication skills and the ability to adapt tone according to the stakeholder.
- Familiarity with CRM and project management tools and the ability to craft workflows to enhance operational efficiencies using a variety of tools.
- Strong capacity to prioritise tasks and perform effectively under pressure in a dynamic environment.
- A results-driven mindset, characterised by a commitment to learning and collaborating in a dynamic, fast-paced environment.
- A background in education, ideally in the Higher-Education sector, bringing your valuable insights to the role.
- Minimum of 4 years Experience in Customer Success or account management in a SaaS company (ideally Educational Technology) with a deep knowledge of SaaS products and services.
All Instructure employees are required to successfully pass a background check upon being hired.