SaaS Customer Success & Support Manager AU

Full-time
Australia

Overview

At Enablo, we are on a mission to digitise the world of work and enable new work experiences that are accessible to everyone, anywhere. Through our partnerships with Workplace from Meta, Google Workspace and Asana, we’ve helped hundreds of organisations transform their culture and the way they work. 

Our Customers are our universe, and we are on the search for a talented technical Customer Success &Support Manager to help us support our Workplace by Meta partnership, in order to help us serve & support our ever expanding customer base, by ensuring that each interaction with Enablo drives value & supports them on their Workplace journey. 

This is a hybrid role with a core focus on first line customer support, with supporting Customer Success responsibilities. The role will transition into a full time platform support once the customer demand dictates.

Why are we so successful?

At Enablo, we believe that work is an experience – and that work is something we do, not necessarily somewhere we go. Best of breed technology makes this a reality. We solve our customer’s problems, evolve their experience and ensure they have all incredible support at their fingertips when implementing or enabling the Workplace platform.

This role reports into our Head of Customer Success, working closely with other areas of the business such as Experience, Engineering, Sales and Marketing, to drive better outcomes for our customers and growth of Enablo products and services. For us, what would help seal the deal is your shared passion for creating the ultimate employee experience for organisations, and believing in Enablo’s potential to transform our clients’ organisational culture through connection, communication and collaboration. 

This role can be based remotely (in Australia) or from our HQ in Brisbane. 

The Work

As part of an energetic team, passionate about making every customer successful, here’s what you will do day to day:

  • Support customers  through their entire lifecycle journey including acting as the level 1 support escalation point for Hubspot support tickets 
  • Triage  and resolve these Customer Support tickets, working cross functionally to ensure customer issues are quickly resolved
  • Drive maximum value for all customers in your portfolio, leading to product adoption and retention 
  • Deliver business impact and relevant value for your customers by understanding their key business objectives, challenges and opportunities and ensuring you match these with platform capabilities
  • Establish a cadence of making informed recommendations to improve usage and results
  • Ensure that clients fully understand the breadth and depth of Enablo’s services and assisting our account management team to identify opportunities for additional sales
  • Raise any issues well in advance that may jeopardise a successful contract renewal
  • Operate strictly under our ISMS framework for ISO27001 compliance

The Skills

Here’s how you will do it…

You have a passion for serving customers and delight in solving their challenges. You’re driven by achieving the ultimate outcome for your customers.

You will be experienced, having worked in a similar role engaging day to day with internal communications and technology stakeholders, you’re known for being organised and diligent in how you go about your work. 

You will bring a track record of having identified areas for improvement in your previous roles and how you took responsibility for helping to improve these to better serve you in your role, your team and your clients. 

Crucially, you will have first rate interpersonal skills, combined with technical acumen which will serve to delight our customer base.

  • You will be familiar with and even have experience in the Workplace from Meta platform 
  • Approximately 4+ years of previous relevant experience in a similar customer-facing role (Leadership, IT, HR, or Comms are common personas in every account)
  • Experience in SaaS, B2B or B2C startups and an appreciation for the challenges as well as an appetite for the opportunities in a rapidly growing global business
  • Communication skills (written and verbal), and strong stakeholder relationship management skills
  • Competency, or ability to quickly gain competency, in using our tools (including Workplace from Meta, G Suite, Asana, Hubspot and Harvest)
  • An ability to move fast and juggle many competing priorities
  • An understanding of how enterprise communication and collaboration platforms work
  • A keen interest in working collaboratively with exceptionally smart people who are as humble as they are brilliant

Enabler Life

We are HQ’d in Brisbane, Australia and our team of exceptional talents are distributed remotely across Australia, New Zealand and USA. 

If, like us, you get your kicks from helping people feel and perform their best at work, that might be enough. But, there are a few other things that make working at Enablo so great. 

We believe in the health and wellness of our Enablers and with that, we provide access to a life coach that can help navigate through challenges, both personal and professional. Each team member has an allotted amount of time per month that can be spent exploring how we can better manage both home-life and our careers. 

We not only partner with Meta, Asana and Google, but we also kit you out with a slick new MacBook Pro, will provide you with an allowance to cover your phone and internet bills, paid parental leave (for mums AND dads) and try to get you together with your team as long as COVID permits (globally)! 

We also practise what we preach and use our tools day-in, day-out so you’ll feel connected and like you actually know your peers, even when you may not have met them in real life. This happens through fun intro videos, embracing achievements, milestones and birthdays on our social groups, peer to peer recognition on Workplace and more.  

But we don’t stop there, we don’t rave about diversity because we do this naturally – we are an inclusive (even pet-friendly) environment, who truly enjoy shared values, a culture of playfulness but with serious intent and we absolutely thrive when we collaborate! Just ask our Customers!

Interested? Then get in touch and apply now, by sending us your resume. Be sure to tell us a bit about yourself, we want to get to know you. We should also let you know, any successful Enablers who join our team are required to undergo a National Police and Background Check and have ongoing full rights to work and reside in the country of employment – which in this case, is Australia.

No agencies thanks, we’ve got this one covered!

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