Customer Success Manager, Xplor
Bilingual English-Japanese
More information about location
Platform combining SaaS with embedded payments
Be an early applicant
Platform combining SaaS with embedded payments
1001+ employees
Be an early applicant
More information about location
1001+ employees
Company mission
To help businesses succeed by giving them the software, payments and commerce-accelerating technologies they need to thrive.
Role
Who you are
- Previous experience in working on a support desk in the software industry, ideally supporting similar software applications (SaaS)
- Maybe you've come from a background in Account Management or Customer Success
- Broad knowledge of IT processes, systems, and applications - e.g Zendesk
- Knowledge of best practices when working with live mission critical databases
- Fast and fluent with the Microsoft Office suite (Word & Excel)
- Native speaker of Japanese is a must for this role
- Excellent written and verbal English skills
- Excellent customer services skills, demonstrated by being friendly, helpful, and empathetic
- Ability to communicate technical jargon in ways that are easy to understand for a non-technical audience
- Ability to multitask, prioritise, and manage time effectively
- Displays a growth and problem-solving mindset
- Maintain personal motivation when tasks become challenging
- Displays a broad understanding of technology
What the job involves
- You'll join our Fitness & Wellbeing vertical where we've brought together our Boutique Wellness and Health & Fitness business to form a single, global vertical that serves clients around the globe in key markets
- We offer market-leading software products to gyms, health clubs, leisure, parks & recreation centers
- We are looking for an experienced customer support person to help secure the long-term success of our clients
- You will require strong excel skills and experience of data analysis, to lead on technical investigation work
- You will provide support throughout the entire customer life cycle: onboarding; data migration; product training and 'business as usual' operational support
- Reporting into the Operational Director for Xplor Gym (Membr), you'll be responsible for ensuring that our clients are provided with a best-in-class experience and a frictionless introduction to the Xplor software and payments solution
- You'll build strong, long-lasting relationships and become a trusted advisor with key stakeholders across the Xplor business
- Operate as the customer's trusted advisor, cultivate relationships, and provide a consistent and frictionless experience that delivers immediate value
- Lead on data analytics to inform decision making and underpin recurring activities
- Work with the product and engineering teams to investigate and resolve issues
- Understand the customer's business goals and set them up for success in achieving those targets
- Become an expert on the Membr product, providing technical and business solutions; assisting with product adoption, optimisation and change management
- Ability to engage with clients who are having difficulties using or understanding the product and providing a resolution or gathering enough details to assist with escalation
- Monitor customer satisfaction/account health and take action to resolve issues and improve the user experience
- Collaborate with internal teams to support the success of your customers, including Customer Support, Sales, and other departments
- Assist with building a best practice documentation library and process documentation as needed
- Fulfill club training requirements through a variety of mediums
- Expand your knowledge of the industry, track current trends to provide recommendations to customers, and provide product and tech teams with continuous feedback on new customer requirements
Application process
- To start your application with us, please submit your CV and a cover letter and we’ll be in touch as soon as we can. Please include the word "moonshot" at the top of your cover letter so that we know you really took the time to read our job ad
Our take
Xplor Technologies is a software solutions company providing businesses with a suite of tech products and platforms across a variety of industries. Xplor’s USP is its versatility, serving technology sectors including eCommerce payments, as well as child education and play-oriented businesses, and wellness and fitness centres.
Founded in Australia, Xplor now has an international reach and was acquired by TSG in 2019. Its ever-growing number of tech solutions has seen it partner with the US national governing body of weightlifting, the International Sports Science Association, Australian child education charity The Smith Family, and international gym companies through its Xplor Gym solution.
Freddie
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Company benefits
- Unparalleled opportunities to learn and accelerated career development
- A collaborative, team environment with people who truly love what they do
- 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
- Unlimited access to Udemy for Business, 10% of your time devoted to growing you and your career, and further support to help you grow
- Access to mental health support
- Fully flexible work arrangements
Company HQ
CBD, Melbourne, VIC
Leadership
Pamela Joseph
(CEO & Executive Chair)As one of Elavon’s earliest employees, they helped oversee the company from a start-up through its many stages of growth. This included its IPO and its acquisition by Bancorp, where they remained as Vice Chair of the payments division.
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