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Customer Success

1 month ago

Sydney, Australia Pacific Media Consulting Group Lty Full time

**About Us**

**Australiance** is committed to becoming the go-to international consultancy and talent acquisition agency for high-growth startups and SMEs, with global ambitions.
- By forging connections between talents and markets, we are strengthening our European foothold in Lyon (Inautalent) whilst bolstering our influence in the Asia-Pacific region from our headquarter in Sydney, Australia
- We take pride in doing our best every day to support international companies' growth by connecting them with the right international and local talents, clients or partners
- Our key values are Integrity, Respect and honesty - People-oriented - Result driven - Proactive and agile

**Company Description**

Headquartered in Sydney with a branch office in France, Australiance is positioned as a growth partner for innovative startups and SMEs between Europe and Asia Pacific. Australiance has 3 main services lines:

- **Australiance Talent**: we provide international talent acquisition solutions for innovative SMEs & Startups looking for top talents in Australia, Europe and Africa
- **Australiance Access**: we enable tech companies to start and grow their footprint in Asia-Pacific and Europe by providing Market Entry Consulting, Business matchmaking and Business Set up solutions
- **Australiance Network (Startup&Angels)**:we connect startups, entrepreneurs, investors, mentors and experts together through an online community & global networking events in Sydney, Melbourne, Hong Kong, Singapore and soon in Europe & Middle East

**Responsibilities/Missions**

With the guidance and assistance of the management, you are ultimately **managing various internal and external projects** in line with our business strategy and mission. As part of a small and supportive team, you have a 360 view of the business. You will report directly to the Growth & Network Officer, and work closely with the team to support Australiance growth.

The Customer Success Project Manager will play a pivotal role in fostering relationships within a vibrant, global community of startups. This position focuses on ensuring that member startups derive maximum value from our services and grow with us over time. As the primary point of contact for startups within the community, you will be responsible for managing customer success projects, building engagement strategies, and scaling our community-driven initiatives.

**Role and Responsibilities**:

- **Partnership & Project Management**:

- Managing and ensuring successful delivery of projects agreed upon with partners and members
- Nurturing of Startup&Angels partnerships, executing projects associated with these partnerships to foster partner retention and growth
- Collaborate cross-functionally with marketing teams to develop and launch new customer success initiatives.
- Manage timelines, deliverables, and resources to ensure projects are completed on time and deliver high-impact results.
- **Australiance Network / Startup&Angels Community Development**:

- Cultivate and expand the existing community to enhance the growth of Startup&Angels membership base including founders, investors and operators
- Identify potential customers within the community for Australiance 3 services lines including Talent, Access and Network
- Manage the roll-out of memberships to ensure members satisfaction
- Develop a deep understanding of each startup’s unique needs, challenges, and goals, providing tailored advice and resources.
- Be responsible for community enquiries with Startup&Angels best practices
- Be a brand ambassador to external events and promote the community and Australiance services within the startup and innovation ecosystem here in Australia.
- Act as the voice of the customer, gathering and relaying feedback to internal teams to enhance the platform and offerings.
- Champion startup needs and advocate for feature improvements, ensuring our services align with the evolving startup ecosystem.
- **Australiance Event Management & Team Support**:

- With the support of the Marketing Coordinator, organise and coordinate online and offline events, such as Australiance webinars, Startup&Angels monthly events, meetups, and networking sessions, to promote community engagement
- **Australiance Marketing Responsibilities**:

- Track, analyse, and adjust community engagement strategies based on key performance indicators like post reach, engagement rates, and membership growth.
- Collaborate closely with the Marketing Team conceptualise and produce content that deeply resonates with the community
- Enhance engagement, grow the follower base, and regularly update the Australiance websites according to specific needs.

**Key requirements**
- You are a team player willing to face challenges
- You have a can-do attitude, combining high-level thinking and a hands-on approach
- You are a fast learner and proactive in your work
- You have great attention to details
- You want to know more about the startup ecosystem
- Flue