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CUSTOMER SUCCESS MANAGER (Higher Education, Enterprise, APAC)

ABOUT US

We are the innovators, educators, and altogether nice bunch of folk behind the award-winning Learning Journey Platform, PebblePad. Our 17-year journey has seen us consistently push the technology boundaries, build an enviable global customer-base, and gain a reputation for being the kind of company people really like doing business with. Big enough to be trusted by leading organisations across the globe, but small enough to value every team member, it's why our customer-base, just like our team, is growing year on year. If you want to be part of something incredible, and make a difference to future generations of learners, read on.  

ABOUT THE OPPORTUNITY 

As part of our exciting growth plans we are looking for highly-motivated, dynamic people who are passionate about learning, learners and shaping the future of education.

Our global Customer Success team is pivotal in the delivery of our core goal of ensuring our customers are delighted and supported through every step of their journey with us.

As one of our new Customer Success Managers you will help our customers:

  • deliver an exceptional end user experience and thereby guide and drive adoption of PebblePad across their institution;

  • solve even more interesting teaching and learning problems as well as operational and business challenges with their use and application of PebblePad;

  • have a strong voice within our business, helping to shape our product and services roadmap as well as ensuring we continue to deliver a world class service experience;

  • maximise their trust and confidence in their investment with us thereby ensuring they deliver meaningful successful outcomes for their students and their organisation; and

  • amplify and celebrate their success stories and best practice learnings across their institution, our global customer community and more widely within the education sector.

This position will also contribute to the global Learning Support team for up to two days per week. As part of this team you will be required to:

  • Provide clarity and reassurance to customers during their onboarding period, and beyond, with clear communication and robust implementation planning.

  • Respond directly to customers and colleagues to help solve complex technical and pedagogical conundrums with simple, easy-to-follow instruction.

  • Build pedagogically-strong and creative-rich templates, workbooks and workflows for customers and for our exemplar store.

  • Provide orientation and training sessions and explain and demonstrate technical workflows and processes, synchronously or asynchronously, using the most appropriate communications channels.

WHAT YOU'LL BE DOING

  • Deliver quality service and value to our education customers throughout their lifecycle from enquiry to onboarding to expansion and ultimately to renewal.

  • Become an expert in our products and services to enable our customers to meet their teaching and learning goals as well as their overall business objectives.

  • Contribute to our 24/7 global customer support network to troubleshoot enquiries via ticket, live chat, and phone.

  • Be proactive in anticipating, understanding, and communicating customer needs.

  • Manage a portfolio of education customers with diverse needs and business goals.

  • Coach and guide our customers to help them understand how new features work and how these can contribute to achieving their teaching and learning, as well as business, goals and objectives.

  • Conduct training, webinars, participate in customer community events, attend and represent PebblaPad at sector and industry conferences.

  • Collaborate with Sales, Product and Growth teams to communicate customer needs to ensure success.

  • Work hand in hand with Business Development to identify growth opportunities, promote our services suite and drive expansion.

  • Conduct and lead regular health checks and business reviews with each customer.

  • Be instrumental in managing and championing all customer pilots and proof of concepts together with Business Development and Learning Services.

ABOUT YOU

We understand that not all applicants will be able to match all of our requirements and we will happily consider alternative skills and experiences that individual applicants believe will enhance this role and our mission.

  • You will have 5+ years’ experience in Higher Education with a focus on educational design, elearning and customer success.

  • You have good business acumen and experience in managing and developing relationships at senior level.

  • PebblePad experience; as an administrator, builder and end user.

  • A thorough understanding of learners, learning and assessment and PebblePad’s approach in shaping the future of education.

  • Your professional skills include project management, leadership, coaching and mentoring, negotiating and presenting.

  • You are inquisitive; asking “why” is second nature to you. You challenge nonsense when you see it, but you are not dogmatic. You have the skills to promote and accept change.

  • You have excellent communication skills (written and oral) and are fluent in English both written and oral.

  • You are empathetic and a good listener.

  • You can problem solve and find solutions for customers, but equally are not afraid to say no.

  • You have proven success in working with cross-functional teams.

  • You are able to ruthlessly manage your time and are detail orientated but can step outside of the box and deliver creative solutions when needed.

  • You have an enthusiastic and positive disposition and like challenges. You embrace magnificent failures and throw all of your efforts into learning from them and sharing new knowledge with others.

  • You have a healthy obsession with customer satisfaction and the customer experience, and a willingness to be its internal advocate.

  • You are proactive and possess the ability to self-direct as circumstances change and priorities shift without micromanagement.

  • You are sufficiently self-motivated and disciplined to work alone, but value being an active, enthusiastic and supportive member of a team.

The salary offered will be dependent on skills and experience.

The role is full time, working from home, and to be located in Melbourne or a Victorian location with easy access to Melbourne and a major airport. As we work across international time zones this role will involve working flexible hours where needed to support our customers and meet with international colleagues.

We believe in inclusion and diversity and are an equal opportunities employer.

INTERESTED? WHAT NEXT?

It's simple. Complete the form below and attach your CV (max 2 pages) together with a short cover letter extolling your virtues and explaining why you are absolutely, certainly, unquestionably, the person for this job.