Customer Success Manager

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 3,000 schools across Australia and beyond. We’re joined by over 250 members of the Compass team, delivering smart school management solutions around the world.

About the Role & Team

As the Customer Success Manager, you will lead a team of Customer Success Consultants that work together to manage client relationships with school leadership, admin teams and teachers, helping to drive adoption and outcomes leading to renewals, expansion and advocacy across Victoria.

You will:

• Deliver training and product support to staff in schools via in-person workshops, video conferences, phone and email to maximise the benefits enjoyed and satisfaction as measured by Net Promoter Score (NPS) surveys and other indicators.
• Work closely with customers to address any areas of confusion, concern or difficulty and to improve their experience with our product. 
• Inspire and develop a team of Customer Success Consultants by conducting weekly one-on-one meetings and fostering excellence in their work and performance.
• Provide a high level of support for customers transitioning from other products. 
• Collaborate with the Product team to successfully implement any configuration changes and product enhancements necessary to address priority customer issues.
• Represent the voice of the customer to provide input into the development of new products, and marketing and sales strategies.
• Understand customer outcomes by communicating with customers, analysing metrics on customers’ product usage patterns on the Compass platform, Net Promoter Score (NPS) surveys, and other feedback.
• Collaborate closely with the Product, Sales and Marketing team to support customer acquisition, upsell and renewal opportunities.
• Leveraging professional networks schools in territory to assist the business to reach its growth opportunities
• Identify opportunities for schools to act as Compass advocates, by facilitating the documenting of customer testimonials and case studies.
• Encouraging satisfied customers to make referrals to peer schools.

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.

Key Skills & Attributes:

• A true passion for putting the customer first.
• Experience being a purpose-led leader with the ability to coach and inspire other team members.
• Experience maintaining a strict timeline of projects, ensuring that internally and externally set deadlines are met.
• A highly proactive nature, with the ability to think both creatively and technically.
• Strong organisational skills, with excellent time management, and attention to detail.
• Strong written and verbal communication and interpersonal skills, with high levels of emotional intelligence.
• Confidence in flagging potential concerns regarding customer engagement.
• Sound knowledge of Monday.com is desirable.
• Sound knowledge of CRM systems.

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.

It is a really exciting time to join Compass. We are growing and need people who want to grow with us. 

Compass is proud to be an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees.

Prior To Commencing Employment, You Require:

• A valid Employee Working With Children Check
• Verification of unrestricted work rights in Australia, e.g., citizenship, passport, or birth certificate
• A successful National Police Check
• A valid Drivers Licence