Customer Success Specialist

Description

About Auror

At Auror, we’re empowering the retail industry to reduce theft and Organized Retail Crime, a $150 billion problem globally. It’s high volume crime that’s increasingly organized in nature and is putting people, retailers, and communities at risk every day.

Founded in New Zealand, we’re working with some of the best and largest retailers in the world across Australasia, North America, and the UK.

Auror connects people with intelligence to reduce crime. As a company, we’ve built a high-performing, positive culture with a focus on providing an inclusive environment for a diverse team. If you’re excited about reducing crime and building safer communities, for everyone, then we want you on our team.

About Customer Success at Auror

Customer Success at Auror is high impact. As we bring on some of the world's largest retailers a lot of our time is spent on planning and delivering large-scale rollouts, running training sessions for thousands of users and creating strategic engagement plans that ensures our customers see a reduction of crime and harm in their stores. And we are incredibly successful in doing this.

We pride ourselves on the partnerships we have with our customers. We have an incredible NPS score of 74 and continue to have high engagement and satisfaction from our customers.

About the role

The role of the Customer Success Specialist is to engage, empower, and excite our community of crimefighters. As a Customer Success Specialist, your primary responsibility is to ensure both retailers and police, who make up our crimefighter community, have great experiences and achieve real crime reduction outcomes from using our platform.

Through being deeply tactical and using relational engagement you’ll empower our Auror user community to help them derive value from the platform. You do this by building strong relationships with Field Loss Prevention teams and Loss Prevention leaders, understanding the value Auror can bring to our customers. You will be rolling Auror out across Australia and New Zealand’s largest retailers, running platform training, embedding Auror within their business, and ensuring they are achieving real outcomes and success.

**Responsibilities**:
Building and nurturing relationships with store teams and Loss Prevention leaders, partnering with them to support their uptake and success of Auror
Identifying areas of opportunity to ensure our customers are engaged with Auror, contributing to the creation of engagement plans, ultimately helping them reduce crime and increase safety in their stores
Reviewing customer usage in the platform, understanding how they are utilising the platform, surfacing wins & outcomes, then effectively communicating this back to the customer
Training and presenting to large groups of users, stakeholders, and police remotely or in-person

The role reports to Sianne Hussey, Customer Success Lead - Australia and New Zealand

I joined the team of incredible people at Auror to be part of the solution that is empowering retailers and police globally to stop crime, for good. It’s really something to work with a company where every day I can see the positive impact Auror has on communities. Auror trusts and pushes me to do my best work and be myself whilst supporting and enabling me to continue to grow. This lets me in turn do what I love doing: empowering the team. The Customer Success team inspire me by their deliberateness when they’re engaging with our retail partners and the standard of quality and fun they hold themselves to. I’m not all about work though - I’m an avid fan of cross stitching, apartment gardening and am passionate about startups and the tech community. I also invest my time in mentoring with Mentor (SHE: ) and Bounsa To learn about how I lead, check out my Auror blog and to connect further, you can check out my LinkedIn here.

**Requirements**:
As one of our Customer Success Specialists, you will have the following skills:
Previous experience in customer success/customer-facing roles.
Have good problem-solving skills with a natural affinity with technology and people. You enjoy tackling challenges and coming up with structured and strategic solutions
Being a team player who flourishes in a fast-paced, highly collaborative environment

We are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page).

With diversity and inclusion at the forefront of Aurors guiding principles, we promote a culture that celebrates diversity and inclusiveness at Auror, regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

**Benefits**:
**Employee share scheme**: You’ll own part of a company making a real difference

**Flexibility**: We are hard-working and outcome focused, but recognize there is more to life than work. We promote a healthy