Implementation Specialist

6 months ago

Melbourne, Australia Edrolo Full time

**Client Services & Implementation Specialist**

**Who Are We?**:
If you're looking to make the move to a growing company making a real, positive difference in the world, a role in our Implementation Team might be for you Edrolo is an Australian, venture-backed ed-tech startup with a mission to improve education. Our in-house content production, tech, sales, and support functions are unified in supporting students and teachers across Australia to achieve outstanding learning outcomes.

We're looking for a great new Edroller to join our team and want to empower them to achieve great things with us. In return, we're offering the opportunity to:

- Be part of an organisation that genuinely believes in its mission to improve education
- Make a meaningful contribution to the lives of students and teachers by supporting schools in their use of Edrolo
- Experience unique learning opportunities driven by fast business growth
- Access an annual professional self-development fund to support your ongoing professional development
- Work alongside talented, passionate and fun colleagues

**The Opportunity**:

- Work closely with colleagues across Client Success, Client Growth, and Customer Service to understand partner schools' objectives and how we can support them, and then oversee the implementation steps to achieve this
- Respond to calls and queries from key contacts at schools to provide a seamless and enjoyable onboarding experience
- Provide clear, well-written, and comprehensive responses to queries, including sensitive tickets
- Diagnose and resolve complex queries from key contacts at schools
- Recognise wider patterns in queries and leverage these into insights and proactive resolution to issues
- Proactive, personable, and professional communication with senior leadership and stakeholders at schools
- Complete administrative tasks to complete the successful onboarding of schools
- Run the billing process for each subscription and billing cycle, including resolving queries from partner schools relating to billing
- Create and update process documentation
- Actively contribute to building and maintaining a team culture of continuous improvement, learning, and support
- Other responsibilities as deemed appropriate from time to time

**About You**:
We're looking for someone who:

- Proactively communicates and offers support
- Loves to jump on a call to sort out issues
- Takes pride in seeing tasks through to the end and gets the job done
- Takes initiative & is solution-oriented
- Comfortable delivering and receiving timely, constructive feedback

**Benefits**:

- Full-time opportunity
- Modern office in the Melbourne CBD
- Hybrid (3 days in office)
- Flexible working arrangements

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