Customer Success Specialist
Clipboard is looking for a Customer Success Specialist to join our growing team in Sydney.
About the Company
Clipboard is an Aussie EdTech startup servicing schools with software products that ensure they get the most out of their extracurricular programs and operations - from sport, to music, clubs, outdoor education and much more.
We are firm believers in an all-rounded educational experience for students and aim to play a critical role for schools in ensuring they deliver this value to their students.
We pride ourselves on our industry-leading support of customers and highly value our long-term relationships with them.
Hundreds of schools - and hundreds of thousands of students, parents and staff - rely on Clipboard daily across Australia, New Zealand and beyond.
Position Overview
The Customer Success Specialist is an integral role within Clipboard. You will be responsible for contributing to a wide variety of aspects of the customer success team.
You will work closely with Clipboard Account Executives, Customer Success Managers, and each school to understand their unique needs, deliver solutions to meet those needs and ensure a smooth transition onto the platform. This role requires a combination of stakeholder management, project management skills, and the ability to deliver an excellent customer experience. This role will predominantly be an implementation-based role, where you guide schools through the implementation process, ensuring our schools quickly maximise the value they get from Clipboard. The role is also a hybrid of additional in-person and online training sessions, as well as customer success team enablement.
The role reports to the Customer Success Lead.
Responsibilities as a Customer Success Specialist
- Implementation - Lead the implementation process for new schools, including project planning with the school and initial account setup, ensuring new schools rapidly experience value and achieve their desired outcome with Clipboard.
- Project management - Collaborate with schools; managing rollout plans and timelines to ensure schools achieve implementation milestones in a timely manner.
- Engaging new schools—Deliver training to new and existing schools that engages, excites, and equips them for success.
- Documentation - Create and maintain implementation and customer success guides, help articles, videos and other documentation to support the implementation and continued usage of Clipboard.
- Problem resolution - Being able to think critically and creatively about problems, truly understand the root cause of the problem and then resolve it in the best way possible for the customer.
- Being a product expert - To succeed in this role, you will need to become a product expert. The role will require you to deliver both in-person and online training and workshops to ensure clients are effectively utilising Clipboard. Occasional travel will be required.
- Continuous improvement - Actively engage in continuous improvement of customer success operations at Clipboard.
- Cross-functional collaboration - Work closely with the Clipboard team to achieve all of the above.
Your Skills and Experience
- 2+ years of professional experience in implementation, or project management (SaaS preferred)
- Demonstrated ability to learn quickly and be adaptable (especially experience learning software products)
- Strong organisational and project management skills, with the ability to manage multiple projects simultaneously
- Excellent written communication and presentation skills
- Strong interpersonal skills to build relationships with clients, understand their needs, and communicate effectively
- Complex stakeholder management
- Initiative, drive and self-motivation
- Experience with startups or working with K-12 schools is desirable
- Passionate about Clipboard’s mission to build the ultimate tool for managing extracurricular programs and operations (helping students get more value out of activities)
Additional Perks
- Plenty of room to grow in your career
- Flexibility - hybrid office working model
- Birthday leave
- Fun team-building experiences - dinners, lunches, team activities
Clipboard supports an inclusive workplace and welcomes applicants from diverse backgrounds.