Hybrid Customer Success Consultant

at Compass Education

• Job title: Customer Success Consultant
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, North Sydney, Australia

About the role

• Customer Success Consultant ensuring client satisfaction and retention in the Compass educational product. Collaborating with schools for exceptional service and advocacy of our platform.

Responsibilities

• **Come shape the future of education with us.**
• At Compass, we love working with schools and strive to deliver new innovations, functions, and process improvements as new technology becomes available. Our services are specifically designed to improve not only the school process but also community culture and student learning outcomes.
• Compass is a product that genuinely provides students, teachers, and parents with an improved educational experience. You can leave at the end of each day knowing you made a difference to a student's education or helped make a staff member’s day just that little bit better.
• Our school management ecosystem is now used in more than 5,000 schools across Australia and beyond. We’re joined by over 300+ members of the Compass team, delivering smart school management solutions around the world.
• **About the Role & Team**
• As a Customer Success Consultant, you will be working with a number of our priority clients to ensure their satisfaction and retention in the Compass product. You will work with the independent schools to provide exceptional service and support resulting in increased retention and ARR, as well as resulting in advocacy and promotion of the Compass product to future potential clients.

Requirements

• **What you’ll do:**
• Manage overall workflow for implementation, training, and account management of assigned signature schools.
• Coordinate the implementation of new modules with customers.
• Complete onsite/remote training sessions & account management visits.
• Ensure the highest level of service for your portfolio of clients.
• Ensure all schools in your portfolio are active promoters of the platform.
• Build relationships with school leadership to ensure product rollout success.
• Provide clear notes and feedback and escalate customer concerns appropriately.
• Provide phone, email, and in-person support to customers when needed.
• Escalate concerns appropriately to ensure maximum customer satisfaction.
• **About You**
• We are looking for people who have a passion for creativity and problem-solving. Our clients are constantly giving us new challenges to work through and resolve so excellent customer service skills are a must. We’re also looking for people who celebrate diversity and thrive in a collaborative environment.
• **Essential:**
• A demonstrated service-orientated approach and are a motivated and enthusiastic self-starter.
• The ability to thrive under pressure.
• Strong verbal and written communication skills.
• Strong attention to detail and ability to see tasks through to conclusion.
• Ability to build positive professional relationships with clients and educational staff.
• **Desirable:**
• Comprehensive knowledge and confidence utilising the Compass platform.
• Education experience, whether that is in a Primary or Secondary school teaching setting or prior experience as a Customer Success Consultant.

Benefits

• **What’s in it for you?**
• We come together with our unique strengths to work towards a common purpose - shaping the future of education. When you join our team, you will collaborate with individuals who are passionate, driven, and open to embracing change in a fast-paced environment.
• A flexible working culture.
• Learning & Development opportunities - we want you to grow and get the most out of your role!
• Parental Leave Program for both primary and secondary carers.
• 24/7 access to our Employment Assistance Program (EAP) through the means of face-to-face, livechat and phone support.