Customer Success Coach, Enterprise - Melbourne, Australia - Culture Amp

Description

Join us on our mission to make a better world of work.

Culture Amp is the world's leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day.

Culture Amp is backed by leading capital venture funds and has offices in the US, UK, Germany and Australia. Culture Amp has been recognized as one of the world's top private cloud companies by Forbes and most innovative companies by Fast Company.

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What You Bring to Our Camp

Culture Amp is a fast growth organisation and you'll be expected to learn quickly and be accountable for the success of your customers.

• To get there, you'll bring a strong passion for collaborating with and helping others be successful, be it your customers or teammates.
• You will get creative with solutions, demonstrate perseverance, as well as work with others to achieve a lot more than you could on your own.
• Your life experiences and knowledge will be unique, you'll be encouraged to participate and bring diversity of thought to Culture Amp.
• Your background could be in a customer-facing role at a SaaS company such as Customer Success, Support, Account Management, or even first-hand experience in a HR, which would mean you are able to build empathy and become a trusted advisor to your customers.

Your role at Culture Amp..

• Partner with our Enterprise customers (1K+ employees) to advance their employee feedback & performance strategy.
• Leading strategic conversations with a customer and their Executive team (CPOs, Heads of People, Org Development etc) alongside a People Scientist or Account Manager, by leveraging your knowledge of key People and Culture topics to advise companies on their people strategies.
• Facilitate effective conversations and uncovering a customer's needs and scoping the appropriate survey configuration and coaching their project management to ensure that they're successful
• Proactively drive product adoption, retention and ultimately business outcomes across our Enterprise customers.
• Enabling customers in using the platform and more broadly, the domain of people and culture
• Freedom to plan your meetings and build customer value based on your own approach and strategy (with support and guidance).
• Ensure customer success with collaboration of Product Support, Account Management, People Science, Marketing & Product.
• Resetting expectations with customers, by having challenging conversation, when appropriate.
• Access to world class CS Tools, such as collaborative email tool, a dedicated Customer Success management tool, CRM, Zoom, Slack and G-Suite.
• Nurturing and tracking renewal success and customer value in the CRM, and connecting with peers and being someone who communicates openly and tracks relevant information.
• Advance customer voice by providing feedback to the Product and Engineering team on where we can improve the platform to better solve our customers challenges.
• Contributing and leading continuous improvement activities that will help Culture Amp and the Customer Success profession grow (i.e. be a 'Learn-it-all' not a 'Know-it-all').

After 3 months you'll:

• Take ownership of your own Book of Business of key Enterprise customers in APAC, working collaboratively in our local Enterprise Customer Success team to ensure a smooth launch & ongoing high quality customer experience for our strategic customers
• Facilitate delivery of key customer journey points (Partnership Kick-Off, Feedback Strategy Review (Business Reviews), Project Meetings, Trainings etc)
• Have learned the core elements of the product (employee feedback, performance & development)
• Built internal relationships crucial to the successful delivery and retention of accounts, across customer and product teams
• Be contributing to and collaborating on projects, such as partnering with other teams to support with our growth

We believe that our employees are the heartbeat of our success. We're committed to fostering a work environment that truly cares for and develops its people, and creates lasting positive impact. In addition to providing a competitive compensation package, some of the key benefits we offer are:

• Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success
• Programs, coaching, and budgets to help you thrive personally and professionally
• Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people
• Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life outside work
• Team budgets dedicated to team building activities and connection
• Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time
• Extended year-end breaks: An extended refresh period at the end of year
• Excellent parental leave and in work support program available from day 1 of joining Culture Amp
• 5 Social Impact Days a year to make a positive impact on the community outside of work
• MacBooks for you to do your best & a work from home office budget to spend on setting up your home office
• Medical insurance coverage for you and your family (Available for US & UK only)

Additionally, we don't just focus on our internal community; we believe in creating a better world of work for all. We're committed to diversity, equity, and inclusion, with Employee Resource Groups and ally communities in place.

We have a strong commitment to Anti-Racism, and endeavor to lead by example. Every step we make as a business towards anti-racism is another step we can take to support our customers in making a better world (of work). You can see our current commitments to Anti-Racism here.

Please keep reading...

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements.

We strongly encourage you to apply if you're interested: we'd love to know how you can amplify our team with your unique experience

Thank you for taking the time to read this advert. If you decide to apply, as part of your application, we will ask you to complete voluntary diversity questions (excluding Germany). Please watch this video from our amazing DEI Leader, Aubrey Blanche to share more on why we collect the data and how we will use it.

If you require reasonable accommodations or adjustments to complete the online application or to participate in the interview process, please contact and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.