Customer Success Specialist

This is a fully remote position, open to applicants in Australia.

📋 Description

• Support faculty in the implementation and integration of Jacaranda's comprehensive digital solutions and institutional licenses.

• Facilitate both in-person and virtual training sessions and check-ins.

• Monitor engagement and usage trends to pinpoint gaps, red flags, and opportunities for retention or expansion.

• Take ownership of territory-level retention goals by developing and executing effective retention strategies.

• Conduct health-checks with key contacts and promote pertinent new features.

• Collaborate with school IT teams to test integrations prior to adoption.

• Oversee post-adoption setup, including account creation, fulfillment, and access provisioning.

• Serve as the primary expert on Jacaranda's digital solutions and integrated/intermediary platforms.

• Provide technical support and access, while logging and escalating issues to the development team.

• Recognize trends that may indicate larger technical issues.

• Maintain account and engagement records within Salesforce.

• Relay customer insights back to product, publishing, and marketing teams.

• Confirm re-adoption with school leaders during Terms 2–4, including service level agreements and purchase orders.

• Collaborate effectively with Sales, marketing, technology, and publishing teams.

⛳️ Requirements

• Proven experience in a Sales, Customer Success, or similar customer-facing role, demonstrating a customer-service mindset.

• Proficient in presenting effectively in both group and individual settings.

• Background in supporting digital platforms and training end-users.

• Self-motivated individual with strong listening and execution capabilities.

• Basic knowledge of customer success and retention strategies.

• Eligibility to obtain a Working with Children Check is required.

• Must possess a driver's license and access to a car, with the ability to travel to schools multiple times a week during peak periods.

• General awareness of digital learning products and services is essential.

• Excellent written and verbal communication skills, with the ability to lead effective presentations to both large groups and individuals.

• Capability to adhere to structured sales and support processes.

• Familiarity with CRM platforms, preferably Salesforce, and a willingness to learn in-house systems.

• Strong time management and organizational abilities.

• Adaptability to thrive in a fast-paced environment.

• Professionalism and courtesy in customer interactions.

• Composed and methodical approach to problem-solving, equipped with strong critical thinking skills.

• Desirable: experience in teaching or working within a high school setting.

• Desirable: experience utilizing Learning Management Systems.

🏝️ Benefits

• Meeting-free Friday afternoons.

• Opportunities for professional development.

• Employee programs that support community, learning, and growth.

• Comprehensive benefits package.

• Competitive compensation.

• Reasonable accommodations for applicants with disabilities.

• Opportunities for internal mobility.