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Customer Success Manager
3 months ago
Want to deliver tech with purpose, with people who care?
Join us in our mission to create solutions that help keep children safe online.
Who we are?
Headquartered in Perth, Australia, Qoria is an ASX listed global leader in child digital safety technology and services. We are a purpose driven business, operating under the ‘Linewize’ brand in North America and Asia Pacific, under the ‘Smoothwall’ brand in the UK, and under the ‘Qoria’ brand in EMEA. Our solutions are utilized by schools, school districts and their parental communities to protect children from seeing harmful content online, to identify children at risk based on their digital behaviors and to ensure teachers maintain focus and safe learning in the digital classroom. 27k schools and 6 million parents depend on our solutions to keep 22 million children safe in 180 countries around the world.
What’s the opportunity?
The Customer Success Manager role is vital to our company’s success. You will build relationships with customers, proactively solve their problems, enhance customers usage through data analysis and training, and expand the customer throughout the Linewize Suite.
In doing so, you will reduce customer churn and increase revenue, increase customer satisfaction with the product, and promote the customer’s success. You will have clear goals with the autonomy and support to ensure you are able to achieve your goals and help the company achieve its goals.
Here’s how you’ll do it:
Ultimate ownership for retaining and increasing ARR we generate from existing T3, T4 and T5 customers within a defined territory
Building relationships and becoming a trusted advisor and advocate of the customer
Identifying customer challenges early and then working cross-functionally to address them
Increasing usage and growing the customers within the Linewize Suite through upsell and cross-sell
Maintain a high retention rate within your customer base
Manage a portfolio of existing customers, with a goal of increasing customer usage and supporting customer concerns via email outreach, phone calls, meetings, and product check ins
Support the
customer’s adoption of the Linewize Product Suite through solution oriented support and expansion efforts.
Increasing customers satisfaction and enjoyment of the Linewize Product Suite
What will you bring?
2+ years of Account Management/Customer Success preferably in the technology or SaaS space
Experiencing support multiple products and expanding customers into new products (Upsell/Xsell)
Bachelor’s degree or 4+ years of equivalent work experience
Edtech experience preferred
You’ll have:
High level of business acumen
Proficiency with MS Office, Google Workspace, CRM software
Excellent communication and presentation skills
Great interpersonal skills
Ability to quickly build relationships and maintain said relationships
Ability to prioritize customers/projects and manage multiple escalations
Strong organizational and time management skills
Comfortable using data to inform data-driven outreach, calendar management, and task assignment
Desire to solve customer problems and grow customers usage, product base, etc
Ability to work effectively as part of a team to ensure the customer’s success
High level of empathy for both your customer and internal stakeholders
Why choose Linewize by Qoria?
In this role, you can expect:
Employee Stock Options
Comprehensive benefits package including Medical, Dental, Vision, and 401K
Paid Time Off
Tech Allowance
.... and much more
Total Compensation
: USD $80-100,000
More importantly, you’ll:
Support tech with purpose...
As a CSM at Linewize by Qoria, your work truly matters. With every customer interaction, you’ll be helping children stay safe online. It feels good to do good.
With people who care...
One of our values is ‘Care, Always’. Our CSMs live and breathe that, every day. We also look after each other, and help create a supportive environment for all.
Through work that you love...
Customer service takes skill, energy and resilience. It can also be incredibly rewarding. Here, your efforts will be visible and you’ll love the impact you have.
And a career that you own...
A proven career path forward, with real opportunities to progress your career into other teams and departments within the company. Exposure to industry leading tech, developed in-house by an amazing engineering team. Regular company wide lunch and learn sessions.
Sound like you?
We’d love to hear from you. Please submit your application if you would like to be considered for this opportunity. At this stage we are only accepting applications from those with full working rights.
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