Customer Enablement Specialist - Australia

The role

You will deliver customer experiences to achieve retention, usage, and revenue expansion targets in the APAC region. This role balances technical support with proactive onboarding sessions for customers using marketing enablement software.

What you will do

• Lead high-touch success sessions and platform walkthroughs for new customers.
• Provide strategic advice on utilizing digital marketing tools to meet business goals.
• Navigate compliance and security requirements for regulated industries.
• Resolve complex customer inquiries via phone, chat, and email.
• Document and escalate platform bugs or feature requests to Product and Engineering teams.
• Troubleshoot UI/UX and workflow issues within a multi-platform environment.
• Contribute to internal documentation and external help resources.
• Maintain records within CRM and ticketing systems.
• Monitor key performance indicators including CSAT, NPS, and retention.

Required qualifications

• 2+ years of experience in a technical support or customer success role within a SaaS or software-based environment.
• Ability to explain complex technical concepts to non-technical users.
• Commercial acumen to identify growth opportunities within a customer account.
• Ability to master multiple software platforms simultaneously.
• Ability to investigate root causes of issues and advocate for long-term solutions.

Benefits

• Health and welfare benefits
• Paid leave
• Generous paid time off policy
• Competitive benefits package

Before you apply

• We may fill this job opening prior to the deadline if a candidate is selected by us.

About the company

Constant Contact is a globally recognised brand in the digital marketing space offering online marketing tools, contact management, sales functionality, and AI capabilities. The company helps business owners, entrepreneurs, non-profits, and individuals grow online.