At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and career. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in!
Customer Success is absolutely vital to our long-term success and profitability, and to helping our customers achieve their goals. Customer Success Managers at Instructure maintain customer satisfaction and deepen adoption through consultative approaches, problem-solving and providing resources and strategies that support customers as they grow with Instructure’s products. The APAC CS team is collaborative, actively support one another, strive for positive customer focused outcomes and enjoy the opportunity to further the educational needs of our customer base.
CANDIDATE MUST RESIDE IN AUSTRALIA, BUT POSITION CAN BE WORKED REMOTELY ANYWHERE IN AUSTRALIAWhat you will be doing:Managing a portfolio of high-value Higher Education customers across the APAC regionDeveloping and maintaining meaningful relationships with key stakeholdersDeveloping an understanding of key clients’ business drivers and challenges, proactively offering insights and solutions to meet those needs through effective use of Instructure product and service offerings, promoting innovation and best practiceSeeking to drive adoption across the institution/company to improve learning outcomesRetaining and maximizing revenue opportunitiesEnabling sales through strong collaboration with sales teamsServing as a customer advocate by providing feedback to the product and engineering team to improving the platform and better solve our customer’s challengesParticipating in team projects that support goals and initiatives of the department.Here is what you will need to know/have:Empathy and a unique ability to understand customer needs, explain complex issues in relatable terms and adapt your tone according to the stakeholderEnthusiasm about education and technology with demonstrated technical aptitudeExecutive Presence - track record of networking and influencing an organization at multiple (senior) stakeholder levelsFamiliarity with tools like Salesforce, Gainsight, JIRA, Tableau and an interest in learning other internal tools to work efficientlyDemonstrated ability to communicate, present and influence credibly at multiple levels of an organizationExcellent interpersonal and eloquent writing skillsAbility to prioritize, multitask, and perform effectively under pressureA results-driven attitude, a bias for learning and sharing, and the ability to thrive in a fast-paced, high growth, rapidly changing environmentSpoken and written language fluency in EnglishIdeally You'll Also KnowExperience teaching with Canvas in a K12, Higher Education, Further Education or Corporate environmentExperience working in higher education, K12, vocational education, or corporate trainingExperience in Customer Success or account management in a SaaS company with deep knowledge of SaaS products and servicesWe’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.
All Instructure employees are required to successfully pass a background check upon being hired.