Tradecraft Advisor

Grow your career and be Rewarded with Share Options
- Globally recognised start-up with opportunities for progression
- Join a dynamic high-tech environment

**About Fivecast**
Fivecast is a world-leading provider of cutting-edge digital intelligence solutions. We enable the world’s most important public and private organizations to explore masses of data and uncover actionable insights, critical to protecting global communities.

As a growing start-up, all team members are provided with the opportunity to directly contribute to our success, participate in the development of new and emerging technologies and grow their career in a challenging and dynamic high-tech environment.

Fivecast is an inclusive employer, we value diversity of thought and experience and believe our inclusive culture contributes to our success. We are committed to building a workforce that is representative of the communities in which we live and work.

**About the Role**

**Responsibilities**:

- **Customer Success **(pre-sales support, training, customer support, customer retention)**
- Conduct software demonstrations and deliver Fivecast customized training for pre and post-sale opportunities
- Lead customer on-boarding and training.
- Embed with customer to leverage Fivecast capabilities
- Develop key account holder relationships across the customer portfolio and appropriately map Fivecast capabilities to customer needs and goals through targeted Customer Success Plans
- Maintain a consistent 95%+ customer renewal rate each year
- Promote maximum value on customer investment through utilization of licensed services and capabilities
- Work cross-functionally with other internal teams such as sales, product, marketing, operations, and finance to ensure customer satisfaction, retention and expansion
- Measure and monitor client usage and achievement of key performance indicators, reporting both internally and externally to client leadership
- Analyze internal metrics and user driven data to help steer key customer use cases and usage
- Troubleshoot and triage technical issues, and serve as the interface between technical support and our client user community

**Thought leadership & Strategic Projects**
- Make strategic platform optimization recommendations to the product team based on user feedback, platform analysis, and outreach
- Contribute thought leadership and best practices, both internally and externally, to Fivecast’s go-to-market strategy based on direct engagement with customers
- Conduct internal product reviews to assist with the iteration of the customer lifecycle as well as customer milestones and health assessments
- Assist in the development and maintenance of an online training platform, Fivecast Academy
- Build realistic scenarios for software demonstrations, delivery of intelligence reports, case studies, and techniques based on Fivecast capabilities
- Updating and maintaining customer support documentation such as the user manuals and guides
- Assisting in developing marketing collateral, by providing an end-user perspective

**Skills and Experience**

**MUST HAVE**:

- Expert understanding of current counter terrorism, counter-intelligence, cyber threats, and border security issues
- 5 years’ experience in a relevant discipline such as: Intelligence Analysis / Collection Specialist / Targeting / Personnel Security Vetting
- Recent experience as a Tradecraft Advisor (or equivalent) with an intelligence, law enforcement, or other agency with an intelligence analysis or assessment function
- Excellent communication and stakeholder management skills
- Proactive and self-motivated
- Ability to work under pressure and meet deadlines
- Organised with the ability to work with a high level of autonomy
- Computer technology-savvy

**DESIRABLE**:

- Understanding / experience of personnel security vetting
- Experience in developing country and actor intelligence assessments
- Formal intelligence analysis training
- Bachelor’s or Master’s degree in National Security studies, Criminal Intelligence, Political Science, Business, Economics, International Relations, or Foreign studies
- Strong critical thinking and problem-solving skills
- Excellent communication and presentation skills
- Awareness of Australia’s national security interests and strategic issues in the Asia-Pacific (APAC) region