Customer Success & Onboarding Expert

Folio Digital

Melbourne

On-site

AUD 90,000 - 120,000

Full time

2 days ago

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Job summary

Folio Digital in Melbourne is seeking a Customer Success role to help brokerages get started, build confidence in the platform and achieve lasting improvements. You’ll own the customer relationship from onboarding through ongoing adoption, collaborating with product, technical and commercial teams to keep things moving.

Experience with Microsoft 365 is a plus. Travel to client sites may be required occasionally as we scale and shape our customer success approach.

Qualifications

Experience in customer success, implementation, training, account management or insurance broking operations.
Resourcefulness, initiative and the ability to work through unfamiliar problems.
Confidence learning software, exploring features and explaining them clearly.
Strong organisation and follow-through across multiple customers and priorities.
The confidence to constructively challenge customers and colleagues when a different approach would lead to a better outcome.
Willingness to travel occasionally for client visits, training and conferences.

Responsibilities

Guide onboarding by coordinating implementation activities and keeping customers and teams accountable.
Deliver practical online and in-person training tailored to different roles and levels of technical ability.
Drive adoption by proactively checking in with customers and removing barriers.
Investigate questions, test solutions and involve the right people through to resolution.
Advocate for customers by reducing friction and setting realistic expectations.
Improve onboarding and training resources by turning feedback into product insights.