Customer Success Manager

24 hours ago

Hawthorn, Australia Compass Education Full time

**Come shape the future of education with us.**:
We are Compass - smart school management in one connected platform. We believe that time spent in the classroom should be for learning and teaching.

Our two co-founders John and Lucas met over a team lunch and while chowing down on their cafeteria sandwiches they bonded over their unapologetically nerdy love for education technology. After months of white-boarding and long days spent writing thousands of lines of code, Compass 1.0 came to life in 2009 in Lucas’ parents' garage.

Fast forward a decade - it’s no longer just John and Lucas eating sandwiches at the lunch table. Our school management ecosystem is now used in more than 2,000 schools across Australia and beyond. We’re joined by over 200 members of the Compass team, delivering smart school management solutions around the world.

About the role
You will be managing client relationships with school leadership, admin teams and teachers, driving adoption and outcomes leading to renewals, expansion and advocacy in their respective jurisdiction.

**Requirements**:
**Responsibilities and Duties**:

- Work closely with customers to address any areas of confusion, concern or difficulty and to improve their experience with our product.
- Provide a high level of support for customers transitioning from other products.
- Collaborate with the Product team to successfully implement any configuration changes and product enhancements necessary to address priority customer issues.
- Represent the voice of the customer to provide input into the development of new products, and marketing and sales strategies.
- Understand customer outcomes by communicating with customers, analyzing metrics on customers’ product usage patterns on the Compass platform, Net Promoter Score (NPS) surveys, and other feedback.
- Collaborate closely with the Product, Sales and Marketing team to support customer acquisition, upsell and renewal opportunities.
- Leveraging professional networks schools in territory to assist the business to reach its growth opportunities
- Identify opportunities for schools to act as Compass advocates, by facilitating the documenting of customer testimonials and case studies.
- Encouraging satisfied customers to make referrals to peer schools.

**Benefits**

**What’s in it for you?**:

- Meaningful work in a rewarding industry that allows you to contribute to a mission that you believe in
- Flexible working culture - flexi-hours, hybrid working environment
- Professional development opportunities & funding
- Parental Leave Program for both primary and secondary carers
- 24/7 access to our Employment Assistance Program (EAP) through the means of face-to-face, live chat and phone support
- Team monthly social events and weekly free lunches

It is a really exciting time to join Compass. We are growing fast and need people who want to grow with us. Compass is proud to be an equal-opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees.

Prior To Commencing Employment, You Require:

- A valid Employee Working With Children Check
- Verification of unrestricted work rights in Australia, e.g., citizenship, passport, or birth certificate

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