CX Member Implementation & Success Advisor

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

📋 Description

• Assist new members throughout the Better Impact implementation journey, from initial planning to successful integration.

• Understand the unique needs, workflows, and objectives of each organization and propose fitting implementation strategies.

• Facilitate both individual and group software training sessions.

• Support members in effectively configuring and utilizing Better Impact.

• Familiarize members with additional resources, tools, and services available.

• Maintain accurate records of implementation activities and member details in internal systems.

• Conduct follow-up success evaluations with current members.

• Track usage, feature adoption, and success metrics to identify members who may require assistance.

• Assist members in overcoming challenges when implementations are incomplete or when staffing changes impact software usage.

• Provide guidance on configuration or service adjustments, including upgrades, downgrades, and additional services.

• Coordinate internal resources for supplementary training, services, or support.

• Record member requirements, recommendations, and services rendered.

• Manage incoming customer inquiries during the absence of Support team members.

• Connect members with the right resources or individuals for further technical assistance.

⛳️ Requirements

• Professional background in volunteer management, volunteer engagement, or a closely related area.

• Experience in training, teaching, onboarding, or advising clients or stakeholders.

• Excellent communication skills with the ability to clearly articulate processes and technology.

• Consultative approach with the capacity to recommend solutions based on core needs.

• Strong organizational and time management abilities.

• Capability to handle multiple member implementations and priorities simultaneously.

• Confidence in working with data, usage statistics, or operational metrics.

• Comfortable learning and operating across various software systems.

• Relevant experience with Microsoft 365, HubSpot, Intercom, Zoom, ClickUp, or similar platforms.

• Ability to work efficiently and independently in a remote setting.

• Must reside in Australia.

• Previous experience in SaaS or software implementation/onboarding is a plus.

• Experience within a software or technology firm is advantageous.

• Background in supporting process or technology transitions is beneficial.

• Familiarity with Better Impact or other volunteer management software is a plus.

🏝️ Benefits

• Superannuation

• Annual leave

• Personal leave

• Long service leave

• Workers’ compensation coverage

• Remote work from Australia

• Full-time employment entitlements