Customer Onboarding - Sydney, Australia - Calven

Description

Meet Calven Our technology platform has been in market for over a year and we are here to make the future of work, work for everyone (just ask our friends over at Canva). The world has changed rapidly - as individuals, our expectations for when, where, and how we want to work have changed and we are here to optimise that experience for everyone. After all, don't we all desire more flexibility, work-life balance, and a great experience, no matter where we're working? With experience at its heart, Calven's unifying platform evolves as our customers' and users' needs evolve. We enable hybrid work now and into the future with a simple mission to;

~ make hybrid work (we're making it easier for everyone)

~ amplify employee experience ( no matter where or when we work)

~ optimise the office ( for when we do come in)


THE OPPORTUNITY

Reporting to the Head of Operations, as Customer Onboarding & Success Manager you will head up our Customer Success team and work closely with the Sales, Technical Support, Marketing and Product teams to ensure that our customers have the best possible experience using our platform from implementation through to ongoing success.

Leveraging your previous experience in B2B/SaaS environments and with a background in either customer experience/support, projects, implementations or program management you will begin by learning about our product and then review existing processes, systems, tools, and onboarding and deployment documentation to look for opportunities to improve, streamline and add value to the Customer Success space.

With a growing pipeline in both Australian and US product markets, you will have the opportunity to develop the CS playbook with a view to being the end-to-end owner of this space for our global team.

You will be fully supported in your own onboarding experience, and as you become more familiar with our product and customer journey you will step into the role of key point of contact for our growing customer base, including managing customer stakeholders and leading project deployments.

An ability to flex across different project deployments and implementation sizes and priorities is critical to your success.

As our platform continues to evolve, you will play a key role in validating and launching new features across the customer base.

This is an incredible opportunity for a curious self-starter who is both customer and product-obsessed wanting to join an early-stage startup to make their mark by helping shape the Customer Success function with full autonomy and support from the business.

Highly developed EQ, a growth mindset and the ability to solve and initiate will see you have early and ongoing success in this space.

ROLE LOCATION

WHAT YOU WILL BE DOING:

• Manage and deliver the customer journey from onboarding to implementation, and ongoing customer success through product adoption
• Drive product and feature adoption with the chief goal being to have all customers have their users fully understand how they will benefit from using our product
• Partner with our Product and Marketing specialists to produce launch plans and collateral including user guides, product demonstrations and content, etc
• Solve customer queries through collaboration with our Technical Support team
• Collect customer feedback and insights and share that with internal stakeholders to influence the product roadmap
• Use data analytics and storytelling to effectively communicate insights from a dataset

THE SKILLS & EXPERIENCE THAT YOU WILL BRING:

• A minimum of 2-5 years experience working in either a customer experience/support, projects, implementations or program management role in a B2B/SaaS environment
• Technical fluency and confidence using analytics platforms, collaboration tools, spreadsheets etc
• Effective project management and communication skills to keep all stakeholders updated and working toward a unified goal at all times
• Incredible written and verbal communication to manage internal/external stakeholders ensuring key information is shared with our teams and customers
• Customer advocacy and proactive engagement for customer needs and issues, to improve their experience and enhance the value they get from our products
• Confidence in building deep relationships to establish yourself as a trusted goto and first point of contact
• Product obsession with a genuine curiosity for our product and the impact it has on organisations

WITHIN A MONTH, YOU WILL:

• Complete your Calven Onboarding Program, meet other Calveneers from around the world, and learn the nuts and bolts of what we're doing, including our journey and where we're headed
• Learn the ins and outs of the Calven product from a user perspective, so that you'll become knowledgeable on what's been built to date and features/enhancements in the future roadmap
• Become familiarised with our internal tools, practices and ways of working
• Gain exposure to our varied