Customer Onboarding

1 week ago

Sydney, New South Wales, Australia Calven Full time

Meet Calven Our technology platform has been in market for over a year and we are here to make the future of work, work for everyone (just ask our friends over at Canva). The world has changed rapidly - as individuals, our expectations for when, where, and how we want to work have changed and we are here to optimise that experience for everyone. After all, don't we all desire more flexibility, work-life balance, and a great experience, no matter where we're working? With experience at its heart, Calven's unifying platform evolves as our customers' and users' needs evolve. We enable hybrid work now and into the future with a simple mission to;

~ make hybrid work (we're making it easier for everyone)

~ amplify employee experience ( no matter where or when we work)

~ optimise the office ( for when we do come in)

THE OPPORTUNITY


As Customer Onboarding & Experience Specialist working in our Customer Success team, you will report to our Head of Operations and work closely with our Sales, Technical Support, Marketing and Product teams to ensure that our incredible customers have the best possible experience using our platform from the very beginning.

You'll create a solid onboarding plan for our growing customer base, including managing customer stakeholders and leading project deployments.

As our platform continues to evolve, you will play a key role in validating and launching new features across the customer base.


ROLE LOCATION

WHAT YOU''LL BE DOING:

  • Manage and deliver the customer journey from onboarding to implementation, and ongoing customer success through product adoption
  • Drive product and feature adoption with the chief goal being to have all customers have their users fully understand how they will benefit from using our product
  • Partner with our Product and Marketing specialists to produce launch plans and collateral including user guides, product demonstrations and content, etc
  • Solve customer queries through collaboration with our Technical Support team
  • Collect customer feedback and insights and share that with internal stakeholders to influence the product roadmap
  • Use data analytics and storytelling to effectively communicate insights from a dataset

THE SKILLS & EXPERIENCE THAT YOU'LL BRING:

  • A minimum of 2-5 years experience working in either a Customer Onboarding / Deployments or Customer Success role in B2B SaaS
  • Recent experience supporting new system or product implementations as part of a workplace experience and/or change management team
  • Technical fluency and confidence using analytics platforms, collaboration tools, spreadsheets etc
  • Effective project management and communication skills to keep all stakeholders updated and working toward a unified goal at all times
  • Incredible written and verbal communication to manage internal/external stakeholders ensuring key information is shared with our teams and customers
  • Customer advocacy and proactive engagement for customer needs and issues, to improve their experience and enhance the value they get from our products
  • Confidence in building deep relationships to establish yourself as a trusted goto and first point of contact
  • Product obsession with a genuine curiosity for our product and the impact it has on organisations

WITHIN A MONTH, YOU'LL:

  • Complete your Calven Onboarding Program, meet other Calveneers from around the world, and learn the nuts and bolts of what we're doing, including our journey and where we're headed
  • Learn the ins and outs of the Calven product from a user perspective, so that you'll become knowledgeable on what's been built to date and features/enhancements in the future roadmap
  • Become familiarised with our internal tools, practices and ways of working
  • Gain exposure to our varied customer base and develop an understanding of the differing needs and use cases
  • Assist with onboarding and deployments for new customers

WITHIN 3-6 MONTHS, YOU'LL:

  • Begin to take ownership of some of the customer relationships, leading the rollout of new features and product improvements and gathering user feedback
  • Play a lead role in coordinating deployments for new customers, both in Australia and in other regions
  • Contribute to our knowledge base library to create more selfservice tools for our customers

YOUR CAREER AS A CALVENEER
You'll be working with a great bunch of humans who are truly product and customer-obsessed. You'll be joining a global team at the leading edge of hybrid work technology.

We work hard, we care a lot about what we do and we're constantly learning and innovating to deliver the best solutions for our customers.

From day one, there are plenty of opportunities to share your ideas, develop your skills, collaborate with the team and make a real impact.

We believe that the work we do and the success we achieve are driven by the diverse contributions of our team

.

At Calven you can expect:
~ A personalised

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