LearnUpon is looking for a Customer Success Manager to join our team in Sydney.
LearnUpon LMS helps organizations train their employees, partners, and customers. Businesses can manage, track, and achieve their unique learning goals — all through a single, powerful solution.With offices in Dublin (our HQ), Belgrade, Philadelphia, Salt Lake City and Sydney, we are a global team with lots of diverse cultures, backgrounds, and experiences that puts our customers' experience at the heart of everything we do. Our culture fosters an open, collaborative and supportive environment where our accomplishments are celebrated and encouraged.
We strive to live by our values, act like owners, lead with curiosity and deliver quality for our customers. We’re proud of our success and we’re humble and hungry to achieve more.Our Customer Experience team is vital to LearnUpon and its customers. We are responsible for getting customers up and running on our platform and making sure they get the meaningful business results they expect from using it. You will be part of the Success team, which is responsible to drive customer retention and growth by delivering those results.
What will I be doing?
- Master products and technology so you can serve as a knowledgeable and consultative partner to your customers on how, when, and why to use LearnUpon to solve business problems and meet learner needs
- Manage the onboarding process for each new customer, ensuring each gets off on the right foot with LearnUpon
- Help customers define their business objectives and each related use case, defining metrics to measure progress and success and identifying other factors they should consider that must contribute to a complete, effective solution
- Outline and deliver a customized onboarding plan (intro calls, training, technical set-ups, Q&A sessions) that will help each customer achieve a timely and successful LearnUpon launch, coordinating all project stakeholders and communicating a clear, shared vision of success
- Manage a portfolio of customers beyond onboarding as a trusted advisor, helping them get results and value from LearnUpon over the long run so that they renew and expand their subscriptions regularly
- Be a voice of the customer for our product development team to help make LearnUpon even better
- Work on Success team projects that deliver consistent improvement to our practice and directly impact the company’s bottom line
What skills do I need?
- Strong project management skills and experience
- Empathy for customers and commitment to exceptional customer experience
- Drive and energy; you enjoy the challenge of working in a fast-paced, high-growth environment
- Self-motivation with a high attention to detail and ability to multitask
- Great account management and problem solving skills
- Collaborative working practice and a strong focus on open communication, ensuring that customers needs and opportunities are clear across the business
- A strong track-record of success in past roles working with customers and developing trusted, consultative relationships
- Good judgment in analysing information to make confident decisions
- 1-3 years in a customer-facing role, preferably one with consulting, account management or customer success responsibilities in software
- Excellent communication and presentation skills, the ability to leverage different communication channels including in person, email, and webinar
- Excellent organizational skills and the ability to focus on current customer needs while anticipating future opportunities
- A friendly and supportive attitude toward both customers and colleagues whilst maintaining a fun working atmosphere
Don’t worry if you don’t tick every box in order to apply, we’re always happy to review applications and take all experience into consideration. We do our utmost to provide feedback where we can!
Not required but considered a big plus
- A strong knowledge of online software (SaaS) products and services
- Experience working with APIs and Single Sign-on products
- Experience in managing data migration projects
Why work with us?
- Work in a fun and supportive environment with regular team events
- Excellent career progression - take LearnUpon where you think it can go
- Competitive salary and company ESOP
- Comprehensive private health insurance scheme
- 25 days annual leave + 1 annual company wellness day off
- LUPWell Programme, as we know that a positive mental wellbeing plays a major role in both your personal and professional success
What is the Hiring Process?
Applicants for the position can expect the following hiring process:
- Qualified applicants will be invited to schedule a 30-minute call
- Successful candidates will then be invited to a series of practical interviews
- Finally, candidates will have a short interview with our CFO
- Successful candidates will be contacted with an offer to join our team
LearnUpon is an Equal Opportunities Employer. We do not discriminate on the basis of gender, marital status, family status, age disability, sexual orientation, race, religion, membership of the Traveller community, or any other legally protected status.By applying for this job, you agree to LearnUpon's Privacy Policy. Find out more about our privacy policy here. Visit our Careers site to find out more about working for LearnUpon, and check us out on Instagram.
