Customer Experience Solutions Specialist
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 at Instructure maintains customer satisfaction and deepens adoption through consultative approaches, problem-solving and providing resources and strategies that support customers as they grow with Instructure’s products. The APAC Customer Experience (CX) team (encompassing Implementations, Services, Account Management and Renewals) is collaborative, actively supports one another, strives for positive customer focused outcomes and enjoys the opportunity to further the educational needs of our customer base.
What you will be doing:
- Working with the Customer Success Manager (CSM) team to provide operational support to their activities
- Supporting the CSM team as they manage their portfolios of customers throughout the APAC region
- Developing and maintaining meaningful relationships with key operational stakeholders, both internally at Instructure and externally with customers
- Developing an understanding of client support challenges, and systematically reviewing issues to offer insights and a path forward
- Willingness to learn about Instructure products and service offerings
- Serving as a customer advocate by providing feedback to the product and engineering team to improving the platform and better solve our customer’s challenges
- Participating in team projects that support goals and initiatives of the department.
What you will need to know/have:
- Strong organisational skills and ability to prioritise tasks based on importance
- Empathy and a unique ability to understand customer needs, explain complex issues in relatable terms and adapt your tone according to the stakeholder
- Enthusiasm about education and technology with demonstrated technical aptitude
- Familiarity with tools such as Google Suite, Salesforce, Gainsight, Jira, Tableau and an interest in learning other internal tools to work efficiently
- Demonstrated ability to effectively communicate and present to the APAC CX team
- Excellent interpersonal and persuasive writing skills
- Ability to prioritise, multitask, and perform effectively under pressure
- Ability to manage several moving project parts simultaneously
- Comfort in assisting with defining project scope and objectives for internal projects
- Ability to operate in ambiguity and rapidly develop a plan and path forward, with little direction or oversight
- A results-driven attitude, a bias for learning and sharing, and the ability to thrive in a fast-paced, high growth, rapidly changing environment
- Spoken and written language fluency in English
Ideally, you’ll also know/have a mix of the following:
- Experience working in Support, Customer Success or account management in a SaaS company
- Experience teaching with Canvas or working in a K12, Higher Education, Further Education or Corporate environment
- Awareness of formal project management methodologies
- Experience in consulting (preferably 2+ years)
- Experience working in regionally diverse teams
We’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.