Customer Success

1 week ago

Sydney, New South Wales, Australia Matific Full time

THE COMPANY
Matific is a rapidly expanding SaaS business, offering world-leading maths software for primary school-age students. Headquartered in Australia, we are rapidly expanding and have customers in 120+ countries globally.

We're the fastest-growing and best-funded ed tech business in Australia, and scaling our team to bring the benefits of Matific to the 450 million primary students worldwide.


THE ROLE


Our Customer Success team is responsible for ongoing relationships with our existing customers in
Australia, New Zealand and parts of Asia, driving up customer satisfaction and maximizing retention.

We are looking for a highly motivated individual to join our current CS team in Sydney, with a clear passion for building a high-growth startup.

This is a perfect role for a
graduate with some customer care experience


The role will be responsible for delivering training, providing proactive support, driving engagement with our platform, after-sales support, upselling of additional student licenses and most importantly retention.

Over time, success in the role will open opportunities to take on more responsibility within the company.

RESPONSIBILITIES

  • Onboarding. An essential part of the customer journey is to start off with all the information and support they need to get started on the platform. This includes assistance in setting up teachers and classes and onboarding the basics to get them going quickly.
  • Training and Support. Proactively provide training and support to our local customers both onsite and online, to ensure they can use the full feature set of Matitic.
  • Engagement. Check and send regular usage reports to customers to ensure constant engagement
    and proactively seek opportunities to be in contact and provide support.
:

  • Upsell. Proactively monitor license usage and upsell additional licenses being used.
  • Renewals. Ensure maximum renewals yearly both by school number and value, with a goal of maximizing revenue and annual retention.
-
Prospecting (reactive). Run regular webinars to train teachers on the basics and the advanced features of Matific.

  • Keep up to date with
    , and confidently know, all aspects of the website.
  • Generate invoices for renewals and upsell
    license invoices.
  • Attend conferences to be on the Matific stand
    .
:

  • Occasional evening webinars or conference calls as required.

Requirements

:

  • 2+ years' experience in customer success, with proven measurable results.
-
Must be available to work from the Sydney CBD office 3-4 days per week.

:

  • Strong consultative skills and
    "can do" attitude
    .
:

  • High level of proficiency in the English language, both written and spoken.
  • High energy, happy, always smiling, motivated and driven to succeed.
  • At least an intermediate level of
    Excel is
    essential.
:

  • Confidence in using different computer programs
    (training provided).

YOU ARE

#1 The 'Rising Star'
The star performer in an organization looking to make their next big move.


We are looking for someone who wants to keep rising and not someone who is looking for a comfortable role.


#2 Smart with the Right Attitude
Intelligent and tenacious individuals will find a way to solve the problem.

We bias heavily to these qualities over simply having experience.

#3 Bias towards action over inaction
We are biased towards people who prefer to act rather than to procrastinate.

#4 Thrive in a fast-paced & scrappy environment
Matific is a fast-paced scale-up. Change is a constant and we are constantly evolving and trying new things.

#5 Positive and passionate
People should love what they do and add to the overall environment.

We do not tolerate negativity. We do demand high standards and we do not accept mediocrity.

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