Customer Success Manager, APAC
Australia
COGS – Customer Success /
Fixed Term Employee /
Remote
At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome.
And that's where you come in:
In this 12 month contract, reporting to the APAC Director, the role of the Customer Success Manager, APAC will focus on proactively consulting with Parchment’s (now part of Instructure) customers in achieving their goals and realising value from Parchment’s solutions. Instructure has a strong regional position established with an existing customer-base and market presence (My eQuals in ANZ; and Parchment Digitary Services in Asia). This role will be focused on working with enterprise institutions and customers in ANZ under the My eQuals brand; partner management with HES (Higher Ed Services) and relevant working groups and customer forums.
This is an important interim role to help cover for maternity leave of an existing Customer Success Manager who will support the transition phase beforehand. This will include supporting you to develop a strong understanding of Parchment’s solutions and position yourself as a trusted advisor to enable a collaborative approach with customers and ensure value is maximised, improvements identified, and initiatives/best practices can be implemented. The Customer Success Manager, APAC will demonstrate to the customer a path to value that helps achieve high levels of customer retention, loyalty and ongoing ROI. Good performance in this role may provide review for future ongoing opportunities within the wider APAC business.
The Customer Success Manager, APAC will plan and implement approaches for collaborative engagement, demonstrating features, insights and product enhancements to customers and their various stakeholders to ensure they are informed, improve usage and maximise overall value. A partnering attitude will ensure strong customer satisfaction, leading to revenue growth and retention, with opportunity to position new products and modules through understanding the customer opportunities and business challenges.
About the Role
- Achieve revenue targets and generate new business
- Be an advocate for Parchment to help improve solution adoption and overall value
- Educate customers on how solutions and services can be effectively utilised, best practices implemented and deriving value for all stakeholders utilising the solution
- Continuously maintain a deep understanding of our product solutions to be a subject matter expert for our customers, including demonstrations and presentations
- Update customers on new and existing features and/or changes to services, key results and deliver difficult messages when needed through effective communication
- Develop customer account plans to enhance satisfaction and mitigate attrition risk
- Cultivate an exceptional customer experience with ongoing and regular engagement, calls, emails, webinars, on-site and regional events
- Be a voice of the customer, providing Parchment with continuous customer feedback and insights, helping to remove friction points and managing overall
- Work with customers, marketing and other stakeholders in developing effective case studies, onboarding resources, insight reports, publications and other artefacts
- Facilitate consultation and workshop sessions, including webinars, user-groups and coordination with technical experts as needed
- Analyse and develop regular reports and insights, to enable identification of target customers for tailoring plans and initiatives that drives solution adoption
- Manage renewals of assigned accounts; and perform cross-sell and up-sell opportunities
- Retain and grow the lifetime value of customers
- Meet quantitative revenue goals (renewals and expansions) and customer satisfaction goals
- Identify strategic and business growth opportunities
- Build brand awareness and loyalty in customers and defend against competition
- Help facilitate customer onboarding with Professional Services and internal stakeholders to drive successful onboarding and transition to post go-live as the account lead
- Identify strategic and business growth opportunities
- Achieve targets associated with lead generation, bookings and gross revenue retention
About You
- Bachelor’s Degree (or equivalent experience)
- 4+ years experience servicing SaaS or similar technology solutions
- 4+ years experience in customer facing roles
- 2+ years experience servicing into the education sector;
- Fluent in English (written and verbal)
- Proven experience working in similar roles or aligned tasks
- Proven experience in managing customers with demonstrated successful outcomes
- Highly motivated, energetic and customer-focused approach/mentality with exceptional communication and interpersonal skills
- Excel at building and leveraging strong business relationships
- Worked in a SaaS based organisation or have serviced SaaS solutions for customers
- Worked in/with higher education and vocational education institutions is preferred
- Proficiency in data analysis and an ability to understand its impact on the customer journey and insights that are actionable
- A foundational understanding of change management principles
- Strong stakeholder management, both internal and external
- High degree of attention to detail
- Excellent communication and presentation skills, both written and verbal
- Knowledge and experience using Salesforce is highly favourable
- Flexible approach to work and strong time management
- Proven sense of urgency in completing tasks and meeting deliverables
- Ability to work independently and able to organise workloads and manage time, including adjusted priorities and tight deadlines
- Commercial minded with an ability to identify growth opportunities
Skills and Experience:
This is a fantastic opportunity to join an organisation that has had significant wins and expansion over the last few years around the world, with fantastic solutions and an exciting roadmap that will have a significant impact on learners worldwide being able to be recognised with a comprehensive record of learning, skills and capabilities with verified credentials.
We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes. Instructure is an Equal Opportunity Employer.
We comply with applicable employment and anti-discrimination laws in every country where we operate. All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures.
Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.Any attempt to misrepresent personal or professional information will result in disqualification.
We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.
Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.
All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.
Any attempt to misrepresent personal or professional information will result in disqualification.
