Customer Success Representative

Customer Success Representative

Team: School Sales Team

Reports to: Head of School Sales & Partnerships

Location: Hybrid - Sydney CBD (2 days on-site)

Hours: 32hrs across a 4-day week (no salary sacrifice) 

Who we are and what's important to us:

Wonde is an innovative and fast-growing ed-tech scale-up whose mission is to deliver cutting-edge technologies to improve ways of working for the education sector. 🚀

Our goal is to ensure the focus is always on the learning outcomes for the students. We do this by transforming how school data is maintained, managed, and accessed by third-party applications (apps) via our simple API platform. 💡

We are trusted by over 30,000 schools globally in the security and reliability of their technology and data management. 🔒

We’re committed to changing the lives of students, teachers, and parents, and want the help of talented individuals who will support our journey in driving better outcomes for students and the wider education sector. 🏫

Job snapshot:

Are you a proactive, enthusiastic, and motivated individual looking to make a significant impact? ✨ Do you thrive in a fast-paced, dynamic environment? ⚡

As a Customer Success Representative with our rapidly growing global SaaS company, you'll be the linchpin in our relationships with schools, ensuring they not only succeed but thrive with our suite of products. 🔑 You'll move beyond being just a point of contact to become a trusted advisor, understanding their unique needs and aligning our solutions with their educational goals. 🎯 If you're passionate about education, skilled in fostering long-term partnerships, and driven by customer success within a vibrant and expanding global tech company, joining a passionate, high-performing, and collaborative team, we want to hear from you! 📞

What you’ll be doing: 

• Forge Strong Partnerships: Build and nurture enduring relationships with schools and key decision-makers, becoming their go-to resource and trusted advisor. 🤝
• Seamless Onboarding & Adoption: Guide new schools through a smooth and engaging onboarding process, driving product adoption and proactive engagement to foster referrals and upsell opportunities. 🚀
• Strategic Success Planning: Develop and execute tailored success plans based on school needs and client segmentation, ensuring optimal engagement and value. 📈
• Data-Driven Insights: Leverage data to identify opportunities, mitigate risks, and build more effective engagement strategies for our clients. 📊
• Drive Growth & Retention: Proactively identify opportunities for renewals, upsells, and expansion within existing accounts, demonstrating a strong track record in retention. 💪
• Be the Voice of the Customer: Actively collect and relay user feedback to our internal Product and Support teams, advocating for customer needs and contributing to product development and improvements. 🗣️
• Collaborate for Excellence: Work closely with our Sales, Product, and Support teams to deliver a cohesive and exceptional customer experience. 🤝
• Cultivate a Positive Culture: Contribute to a vibrant team culture with a positive, can-do attitude, where new ideas are encouraged, developed, and nurtured. 🎉
• Masterful Communication: Clearly convey ideas, updates, and solutions, adapting your tone and message to effectively communicate with teachers, administrators, and tech teams. 💬

What we’re hoping you’ll bring: 

• Proven 3-5 years experience in Customer Success and Account Management. ✅
• Proficiency in Salesforce (highly desirable). 💻
• SaaS experience (highly desirable). ☁️
• Familiarity with school operations and the ability to demonstrate product value in an educational context. 📚
• A data-focused mindset with the ability to leverage insights for improved client engagement. 💡
• Demonstrable experience with renewals processes and a high retention rate. 🌟
• Strong cross-functional collaboration skills. 🤝
• Excellent communication and interpersonal abilities. 🗣️
• A growth mindset and a positive, proactive approach to problem-solving. 🌱

What you’ll get:

Wonde is much more than just a place to work. It is a place to grow, innovate, excel, and learn. 🌱 We have tech people, creative people, and people people, all focused on providing a superior customer experience. 💯 We value, support, and champion those we work with - promoting personal growth and happiness. 🚀 We get that our success is dependent on the collective energy, intelligence, and contributions of all our team members and we are committed to ensuring our work environment is the best it can be. 🏆 We value your commitment and have worked hard to create adaptable and comprehensive benefits packages to suit individual needs, although you can expect the below as standard:

• 4-day working week 🧘

• Flexible working schedule/work-from-home opportunities 🏠

• Buying and selling holiday scheme 🌴
• Additional holiday for length of service 🗓️
• Onsite trained mental and well-being champions 💖
• Monthly team lunch (on us) 🍽️
• Enhanced maternity, paternity, and adoption benefits 👨‍👩‍👧‍👦
• Financial contribution to the set up of work-from-home environments 🏡
• Use of new and leading technology in the form of Apple products 🍎
• Frequent company-funded social events 🎉
• Office closure between Christmas & New Year 🎄
• Access to continuous learning and development opportunities 📚
• Comprehensive employee referral scheme 💰
• Casual Dress Code 👖

Wonde is an equal-opportunity employer. We encourage interest from all candidates and do not discriminate against any non-merit factors. If you require any adjustments to the application or selection process please call or email us so we can ensure you have the correct support. 

careers@wonde.com/1800 064 506

Please only use this number for needed amendments. If you're looking to understand more about an opportunity you’ll need to apply or confirm a time with the talent team at the above email address.