Customer Success Manager, Apac

Join to apply for the Customer Success Manager, APAC role at Concentric Sky (now part of Instructure)2 days ago Be among the first 25 applicantsJoin to apply for the Customer Success Manager, APAC role at Concentric Sky (now part of Instructure)At Instructure, we believe in the power of people to grow and succeed throughout their lives.
Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers.
We do this by giving smart, creative, passionate people opportunities to create awesome.And That's Where You Come InIn this 12 month contract, reporting to the APAC Director, the role of the Customer Success Manager, APAC will focus on proactively consulting with Parchment's (now part of Instructure) customers in achieving their goals and realising value from Parchment's solutions.
Instructure has a strong regional position established with an existing customer-base and market presence (My eQuals in ANZ; and Parchment Digitary Services in Asia).
This role will be focused on working with enterprise institutions and customers in ANZ under the My eQuals brand; partner management with HES (Higher Ed Services) and relevant working groups and customer forums.This is an important interim role to help cover for maternity leave of an existing Customer Success Manager who will support the transition phase beforehand.
This will include supporting you to develop a strong understanding of Parchment's solutions and position yourself as a trusted advisor to enable a collaborative approach with customers and ensure value is maximised, improvements identified, and initiatives/best practices can be implemented.
The Customer Success Manager, APAC will demonstrate to the customer a path to value that helps achieve high levels of customer retention, loyalty and ongoing ROI.
Good performance in this role may provide review for future ongoing opportunities within the wider APAC business.The Customer Success Manager, APAC will plan and implement approaches for collaborative engagement, demonstrating features, insights and product enhancements to customers and their various stakeholders to ensure they are informed, improve usage and maximise overall value.
A partnering attitude will ensure strong customer satisfaction, leading to revenue growth and retention, with opportunity to position new products and modules through understanding the customer opportunities and business challenges.About The RoleAchieve revenue targets and generate new businessBe an advocate for Parchment to help improve solution adoption and overall valueEducate customers on how solutions and services can be effectively utilised, best practices implemented and deriving value for all stakeholders utilising the solutionContinuously maintain a deep understanding of our product solutions to be a subject matter expert for our customers, including demonstrations and presentationsUpdate customers on new and existing features and/or changes to services, key results and deliver difficult messages when needed through effective communicationDevelop customer account plans to enhance satisfaction and mitigate attrition riskCultivate an exceptional customer experience with ongoing and regular engagement, calls, emails, webinars, on-site and regional eventsBe a voice of the customer, providing Parchment with continuous customer feedback and insights, helping to remove friction points and managing overallWork with customers, marketing and other stakeholders in developing effective case studies, onboarding resources, insight reports, publications and other artefactsFacilitate consultation and workshop sessions, including webinars, user-groups and coordination with technical experts as neededAnalyse and develop regular reports and insights, to enable identification of target customers for tailoring plans and initiatives that drives solution adoptionManage renewals of assigned accounts; and perform cross-sell and up-sell opportunitiesRetain and grow the lifetime value of customersMeet quantitative revenue goals (renewals and expansions) and customer satisfaction goalsIdentify strategic and business growth opportunitiesBuild brand awareness and loyalty in customers and defend against competitionHelp facilitate customer onboarding with Professional Services and internal stakeholders to drive successful onboarding and transition to post go-live as the account leadIdentify strategic and business growth opportunitiesAchieve targets associated with lead generation, bookings and gross revenue retentionAbout YouBachelor's Degree (or equivalent experience)4+ years experience servicing SaaS or similar technology solutions4+ years experience in customer facing roles2+ years experience servicing into the education sector;Fluent in English (written and verbal)Skills And ExperienceProven experience working in similar roles or aligned tasksProven experience in managing customers with demonstrated successful outcomesHighly motivated, energetic and customer-focused approach/mentality with exceptional communication and interpersonal skillsExcel at building and leveraging strong business relationshipsWorked in a SaaS based organisation or have serviced SaaS solutions for customersWorked in/with higher education and vocational education institutions is preferredProficiency in data analysis and an ability to understand its impact on the customer journey and insights that are actionableA foundational understanding of change management principlesStrong stakeholder management, both internal and externalHigh degree of attention to detailExcellent communication and presentation skills, both written and verbalKnowledge and experience using Salesforce is highly favourableFlexible approach to work and strong time managementProven sense of urgency in completing tasks and meeting deliverablesAbility to work independently and able to organise workloads and manage time, including adjusted priorities and tight deadlinesCommercial minded with an ability to identify growth opportunitiesThis is a fantastic opportunity to join an organisation that has had significant wins and expansion over the last few years around the world, with fantastic solutions and an exciting roadmap that will have a significant impact on learners worldwide being able to be recognised with a comprehensive record of learning, skills and capabilities with verified credentials.We believe in hiring great people and treating them right.
The more diverse we are, the better our ideas and outcomes.
Instructure is an Equal Opportunity Employer.We comply with applicable employment and anti-discrimination laws in every country where we operate.
All employees must pass a background check as part of the hiring process.
To help protect our teams and systems, we've implemented identity verification measures.Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.Any attempt to misrepresent personal or professional information will result in disqualification.We believe in hiring great people and treating them right.
The more diverse we are, the better our ideas and outcomes.Instructure is an Equal Opportunity Employer.
We comply with applicable employment and anti-discrimination laws in every country where we operate.All employees must pass a background check as part of the hiring process.
To help protect our teams and systems, we've implemented identity verification measures.
Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.Any attempt to misrepresent personal or professional information will result in disqualification.Apply for this jobSeniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionOtherIndustriesSoftware DevelopmentReferrals increase your chances of interviewing at Concentric Sky (now part of Instructure) by 2xSign in to set job alerts for "Customer Success Manager" roles.Double Bay, New South Wales, Australia 3 weeks agoSydney, New South Wales, Australia A$70,000.00-A$80,000.00 4 weeks agoCustomer Success Manager, CHRO SpecialistSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 6 days agoNorth Sydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 2 months agoSydney, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 6 days agoSydney, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 6 days agoSydney, New South Wales, Australia 1 month agoSydney, New South Wales, Australia 2 weeks agoCustomer Success Senior Manager - Global Mobility & Travel ManagementSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 1 month agoPyrmont, New South Wales, Australia 2 months agoSydney, New South Wales, Australia 2 weeks agoCustomer Experience Manager - Fixed Term ContractSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 4 weeks agoSydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 1 day agoSurry Hills, New South Wales, Australia 3 weeks agoSydney, New South Wales, Australia 12 hours agoSydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 2 weeks agoWe're unlocking community knowledge in a new way.
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