Company Description
Want to deliver tech with purpose, with people who care?
Join an organisation that helps keep children safe online.
Who we are?
We are a technology company that exists to protect and support every child's digital journey. Leveraging our industry leading technology, we are currently protecting 20k+ schools and 10+ million students worldwide. We’ve grown fast - we’re ASX-listed (QOR.XA) and currently have over 500 employees. Our corporate headquarters is located in Australia, with operations in the US, New Zealand and Europe (United Kingdom & Spain). We’re all proud of our incredible journey so far...and the best is yet to come. That’s where you come in!
Job Description
What's the opportunity ?
As a CSM, you will cultivate exceptional experiences for our customers, ensuring they gain maximum value from Smoothwall’s products and services, in order that they become brand advocates. To us, brand advocates want to really ‘engage’, they may play and active role in our community, be a reference, stick with us even when things don’t go to plan for a short time, and they turn away our competition because they can’t imagine being anywhere else. To that end, you will represent the voice-of-the-customer, forming part of their account team from late in the sales cycle for new logo’s, through to renewal. Throughout the customer journey you will elicit and share feedback with relevant functions including Sales, Product, Marketing, Technical, Service and Leadership. Furthermore, you will carefully navigate the balance of the customers situation and requirements against the commercial needs of Smoothwall – after all, valued products and services require continued investment which all customers must contribute to. You will be responsible for contact building and social navigating using LinkedIn
Here's how you'll do it:
For this role are to maximise retention, create an environment for selling more, maximise CSAT/NPS, minimise risk, capture intelligence, uncover new opportunities for providing additional value to the client through new product and services, advocacy and all that it means.
Operationally you will:
- Work closely and collaboratively with Growth Team to align on the renewal, opportunity, customer health, potential challenges, and approach
- Ensure customers understand and value the overall value proposition that Smoothwall offers via its products, services, community, expertise, and brand.
- Closely monitor and anticipate customer health issues, identifying risks early, then working with the team, management and other appropriate functions to mitigate and resolve problems, fast. When resolving problems, consider the fix, but also identify the root cause.
- Use data including, but not limited to, NPS, customer satisfaction and customer usage stats to intelligently engage with your customer base.
- Ensure proactive, consistent, and regular customer engagement in line with minimum contact guidelines for each customer-segment.
- Use data to ensure user adoption and engagement.
- Execute an efficient and timely renewal process from understanding the customers plan/requirement/process through quote production to ensuring timely sign off.
- Support a client's on-boarding journey, by ensuring all elements are executed on time and with the highest level of professionalism
- Take a consultative and inquisitive approach when engaging, mapping client needs and problems to Smoothwall’s capability; engaging the Growth team to qualify and move new opportunities though to close.
- Collect client feedback through the appropriate mechanisms at the agreed customer touchpoints. Those mechanisms include undertaking win/loss reviews, account review/optimisation meetings, CSAT surveys at key journey milestones, NPS.
- Provide qualified leads to Growth Team through Opportunity identification and articulating the ‘value’
Product Lead Key Outcomes
- Update the team on any current issues, new features, best practice
- Build relationship with Product and aim to provide 1 feature/guidance Play piece of content per month
- Work with Marketing to ensure all Marketing updates are reviewed by you before going out
- Use dashboards to understand key trends including why we win and why we lose customers
- Work with team to provide Product with feedback and suggestions
Qualifications
What will you bring:
- Experience working in UK education and understand the objectives, challenges and pressures of IT departments, Designated Safeguarding Leads and Headteachers in seeking to achieve strong safeguarding outcomes.
- Understanding of contracts, renewals processes, buying cycles, managing customer stakeholders, working with channel partners.
- Strong customer engagement skills.
- Strong interpersonal and presentational skills – comfortable presenting to small or large groups.
- A desire to be a customer advocate internally – help our company improve our understanding of customers’ needs, so we may serve them better.
- Strong self-organisational skills, happy to predominantly work from home
Additional Information
Why choose Smoothwall by Qoria:
In this role, you can expect:
- Employee stock options
- Enhanced holiday & family leave
- Tech Allowance
.... and much more
More importantly, you’ll:
- Deliver tech with purpose...
As part of our Customer Success team, your work truly matters. Your creativity, organisational skills and understanding of our tech customers’/clients’ needs will help grow and nurture our membership. This means helping more children stay safe online.
- With people who care...
One of our values is ‘Care, Always’. Our CSMs live and breathe that, every day. We also look after each other, and help create a supportive environment for all.
- Through work that you love...
Customer service takes skill, energy and resilience. It can also be incredibly rewarding. Here, your efforts will be visible and you’ll love the impact you have.
- And a career that you own.
A proven career path forward, with real opportunities to progress your career into other teams and departments within the company. Exposure to industry leading tech, developed in-house by an amazing engineering team. Regular company wide lunch and learn sessions.
We’d love to hear from you. Please submit your application if you would like to be considered for this opportunity.
At this stage we are only accepting applications from those with full working rights.
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