Customer Success Specialist

Company Description
**Want to deliver tech with purpose, with people who care?**

**Join us and deliver cutting-edge software solutions that help keep children safe online.**

**Who we are?**

We are a technology company that exists to protect and support every child's digital journey. Leveraging our industry leading technology, we are currently protecting 20k+ schools and 10+ million students worldwide. We’ve grown fast - we’re ASX-listed (FZO: AX) and currently have 500 employees. Our corporate headquarters is located in Australia, with operations in the US, New Zealand and Europe (United Kingdom & Spain). We’re all proud of our incredible journey so far...and the best is yet to come. That’s where you come in

**Job Description**:
**What’s the opportunity?**

As part of our dynamic Sales and Success team, you’ll play a key role as a Customer Success Specialist by growing and developing relationships, becoming a trusted advisor and providing an outstanding customer experience.

The customer experience and customer needs are always our first priority. A world class experience reduces customer churn. We go above and beyond for our customers and always do what we say we are going to do. We want you to be a part of this. This will be a full time role based out of our Auckland, NZ location

**Here’s how you’ll do it**:

- The Customer Success Specialist has ultimate accountability for the satisfaction of existing New Zealand school accounts. Through a dedication to delivering the highest level of customer value this key position will be responsible for ensuring the renewal and up/xsell of existing school partners against assigned targets.
- Build relationships and become a trusted advisor of customers through doing what you say you'll do and listening to what the customer really wants
- Upsell new products to our customers
- You'll advocate for our customers and relay requests, wants and needs to our development teams
- Post sale
- help facilitate the technical deployment of our services into their schools in collaboration with the Delivery Team and communicate with key stakeholders in the schools to determine their objectives with our solutions and deployment timeline.
- Post the technical Deployment into their schools - ensure the successful use of Linewize services which can include direct training sessions, if required alongside leveraging existing training materials.
- Attendance at conferences and tradeshows, from time-to-time, to represent the Company to schools and help drive new customer acquisition as well as retention and upsell.

**Qualifications**:
**What will you bring?**
- Experience successfully managing customers, generating revenue, retention and upselling
- A sales and customer service mentality where your ultimate goal is the customer and exceeding their expectations, in turn generating revenue
- High level of business acumen and emotional intelligence
- Tech savvy with the ability to learn new software quickly
- Excellent communication and presentation skills
- Ability to quickly build relationships
- Organizational and time management skills
- Ability to work and thrive in a high activity and competitive environment
- An obsession towards customer satisfaction
- High level of empathy

**You’ll have**:

- Bachelor's degree plus one year of experience in a similar role, or equivalent combination of education and experience required
- Ideally 5 years experience managing a high volume of existing customers with similar responsibilities to those required in this role.
- Ideally 5 years experience working in or with school
- Experience in account management/ customer success preferably in the technology or SaaS space desired, but not required
- Quota carrying and upsell experience desired, but not required

Additional Information
**Why choose Linewize by Family Zone?**

**In this role, you can expect**:

- Employee Stock Options
- Comprehensive benefits package
- Paid Time Off
- Tech Allowance
.... and much more

**More importantly, you’ll**:

- ** Support tech with purpose...**

As a CSS at Linewize by Family Zone, 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 CSSs 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?