Timely - Customer Success Coach

2 months ago

South Yarra, Australia EverCommerce Full time

**About the role**

Timely and SalonBiz serve over 24,000 customers in 100 countries and are on a mission to build the leading platform for beauty professionals. Together we make up EverWell, an EverCommerce vertical. Between us, we offer SaaS solutions to customers of varying sizes and stages, serving different customer profiles within the beauty industry.
We’re part of the wider EverCommerce ecosystem and exist to simplify and empower the lives of business owners. We’ve got big goals and we’re ready to achieve them

**This is where **_you_** come in**

The core purpose of the Customer Success Coach is to onboard our most valuable customers with Timely during their first few weeks._ _During that time, the Coach’s objective is to ensure the customer achieves their desired outcomes. Achieving the customer’s desired outcome will ensure they achieve value from their investment in Timely. The Customer Success Coach role is critical to the overall Customer Success team’s revenue retention and expansion goal. To be successful as a Customer Success Coach, you will need to have a good understanding of the hair and beauty industries, be an expert in technology and have delivered training on new software.

The overall aim of the game is a successful customer who is getting the absolute maximum out of our solution. While at the same time helping to reduce churn amongst our customer base.

**Who you are**:

- Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyses both success and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
- Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when they disagree.
- Can quickly find common ground and solve problems for the good of all; can represent their own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.
- The ability to focus on the desired result of one’s own or one’s unit’s team, setting challenging goals, focusing effort on the goals, and meeting or exceeding them. Develops challenging but achievable goals; develops clear goals for meetings and projects; maintains a commitment to goals in the face of obstacles and frustrations; finds or creates ways to measure performance against goals; has a strong sense of urgency about solving problems and getting work done.
- The ability to demonstrate concern for satisfying one’s external and/or internal customers; quickly and effectively solve customer problems; talks to customers (internal or external) to find out what they want and how satisfied they are with what they are getting; lets customers know he/she is willing to work with them to meet their needs; presents a cheerful, positive manner with customers.
- You have excellent attention to detail and won’t leave a single piece of data behind in our imports.
- You’re a communicator: you’re friendly and relaxed but take pride in everything you write. You fuss over details, and lazy grammar and spelling bugs you. You have a confident phone manner, and the idea of talking to people around the world excites you.

**Why join us?**

At EverCommerce, we lead with inclusion and use our values to inform our decisions. We succeed together and celebrate the things that make us unique. We’re big believers in work-life balance and offer additional annual leave so you can fully switch off and relax throughout the year.

We trust our team to work where they are the most productive. You’ll have the flexibility to work from home or the office. We have office space in Auckland, Wellington, and Dunedin and provide a high-spec home office set up.

We set a high bar and support our team to innovate and focus on continuous growth. You’ll enjoy a professional development budget to fuel your growth, and an annual wellness allowance to fund the things that support your wellbeing.
- This role is full time, permanent and can be based anywhere in Australia.
- You must be legally entitled to work in Australia.
- Applications close when we find the right person

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience.

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital statu

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