Customer Success Manager APAC

The Essentials

• Job title: Customer Success Manager, APAC or Senior CSM
• Contract type: Full-time, permanent
• Location: Australia, preferably Brisbane but we can flex
• Salary: AUD $91,000 - $110K base DOE + competitive commission scheme
• Start date: ASAP
• Other: must be open to travel in the APAC region

Previous experience in relevant roles in the Higher Education sector is required.

A bit about us:

The Ambassador Platform is peer-to-peer marketing and student recruitment platform for Higher Ed providers. It allows universities and colleges to connect prospective students with their ambassadors via chats, user-generated content, and video.

The impact is pretty cool, and means that, for the first time ever, Higher Ed providers have a simple solution for making the kind of student connections that mean that they can show what life at their institution is really like, helping prospective students make the best choice for their future.

Our technology is used by more than 150 institutions in 20 countries around the world and, to date, has supported millions of interactions between students. You can check out our customers here.

Our culture:

We work in a fast-paced, entrepreneurial environment. We operate a 'high trust, high performance, and high transparency' culture. We want everyone in the team to feel empowered to take responsibility and accountability for their own performance and the completion of work, while giving them flexibility for the management of their own time.

We also offer high visibility around progress and outcomes across the company, and everyone is expected and encouraged to highlight areas of improvement. Above all, we value the people we work with, building strong and lasting relationships, and are always friendly, kind and approachable.

The Ambassador Platform has recently been acquired by IDP Education. We still operate fully independently, but with the support of a globally renowned company behind us. We are headquartered in the UK and have offices in London, a remote team in Ukraine, Canada and Brisbane. Find out what it’s really like to work with us by chatting to our friendly team and see what we get up to on Linkedin.

A bit more about the job:

The Ambassador Platform is actively seeking a skilled CSM to join our dynamic team. Our peer-to-peer platform provides a unique space for prospective students to connect with student ambassadors through chat, user-generated content, and video. If you are passionate about leveraging technology to revolutionise the future of education, this role is for you.

Impact

Our customers are the best part of what TAP does and we’re looking for someone that is detail-oriented, friendly, adaptable and hard-working. You will be confident in navigating the APAC higher education market as well as being well versed and passionate about the Edu tech sector. Our Customer Success Manager (APAC) will:

Own

• Management of APAC customers.
• All conversations with APAC customers including support, consultative, and renewals.
• Skillfully manage upsells and cross sells across our customer base.

Teach

• Teach our customers how to best utilise the platform and maximise their digital ambassador programme.
• Share best practice externally through customer meetings and participation in events, webinars and/or conferences.
• Share insights and knowledge of the sector internally, to help build expertise in our team that can ultimately be used to help serve our customers.

Learn

• Master how the product works.
• Learn about the different use cases we support.
• Understand what best practices and suggestions will help improve customer performance .

Improve

• Constantly improve and reiterate on processes to ensure we are efficient and results-driven.
• Continually find new and creative ways to help our customers succeed.

Progress

Within 1 month you will have completed our supportive and comprehensive onboarding process and be a fully integrated team member.

Within 3 months you will likely be fully functioning in your role, having been introduced to all your new customers.

Within 6 months you will be confident interacting with your customer base, working closely with them to help improve their outcomes. You’ll also have contributed to shaping and/or improving internal processes to help our team shine.

The person we’re looking for

• Exceptional interpersonal skills; you’ll be interacting with stakeholders of all levels and backgrounds, both internally and externally
• High professional standards and levels of organisation and attention to detail
• Strong written and verbal communication skills; able to engage, educate and excite customers
• Self-motivated, hard-working, driven, and open-minded, (which, to us, means you look for the right answers by working with others who may disagree with you)
• You must enjoy a fast-paced, entrepreneurial environment that is prone to quick changes and an exciting level of uncertainty
• You can thrive under pressure and remain adaptable with the evolving needs of both the business and our customers
• Previous experience in the Higher Education sector is a must
• Previous experience in similar roles to Customer Success is beneficial

As standard

• Flexible & hybrid working with a core hours policy focused on outcomes to maximise your productivity
• A calendar of wellness activities and incentives encouraging physical and mental wellbeing
• Competitive bonus scheme
• Personal and professional development opportunities
• 33 days holiday a year (including bank holidays)
• Team activities including fundraisers, team trips overseas, lunches
• A best in class Employee Assistance Programme. For you and your nearest and dearest.