Customer Success And Training Delivery Specialist

Full-time, permanent position based in the Asia-Pacific Region (remote or hybrid).Salary: From $90,000 to $110,000 AUD (depending on experience) plus superannuation and profit share.Industry: Software for Medical EducationApplication window: Open until 31st May 2024We are looking for a Customer Success and Training Delivery Specialist to join our Customer Success Team in the Asia-Pacific Region.RequirementsEssential:

• You are customer-centric and put Customer Success at the heart of everything you do, approaching your work enthusiastically and using technology to continually improve what you do.
• You can learn and understand software quickly and easily. You will be able to develop an in-depth understanding of our products and pass that information on to our customers to meet their digital assessment needs.
• You have skills in developing system support materials (e.g. standard operating procedures and user guides) and running customer onboarding sessions.
• You love solving problems. At risr/, we work hard to make the software easy to understand, but sometimes, our customers want to do things that take a bit of thinking, or they’ll run into a bug. We’re looking for someone who loves solving problems and can help figure out the best way forward to maintain our customers’ progress and trust.
• You have excellent IT and data management skills. Proficient use of MS Excel/Google Sheets or similar to manage, analyse and report on data sets.
• You are proactive and efficient. You do everything you can to try and help a customer or your colleagues who require your support and guidance.
• You are flexible and adaptable to changes in the daily schedule.
• You have excellent verbal and written communication skills and take pride in your teamwork and interpersonal skills.
• You are curious. How does this work? Why do they want to do it this way? What can I do to make it better? We never stop asking questions, experimenting, and learning. Sometimes, that means we fail, but that’s OK. We just want to make sure we move forward and learn from our mistakes.
• You have high levels of patience, empathy and emotional intelligence, enabling you to work effectively as part of a multidisciplined team.

Desirable:

• Experience using service desk tools, e.g. Atlassian Service Desk and, JIRA, Zendesk.
• Experience using project management tools such as Monday.com.
• Experience managing the deployment and delivery of assessments, including digital exams.
• Experience working within a University, other educational establishment or software company.
• Experience in project management, in particular, of digital transformation projects.
• Experience with assessment delivery, including exam proctoring and exam test centre delivery.

About youAs a key member of the Asia-Pacific Customer Success Team, the successful candidate will work with customers to support them in implementing our software to ensure that their assessments are delivered successfully. Our customers’ requirements are continuously evolving, and you will be required to partake in the implementation discussions, deliver ongoing support to both customers and partner organisations (proctors, invigilators, etc.) and capture customer suggestions with the potential to improve our products and processes.The role also includes delivering services to our customers such as live on-the-day assessment support, either in-person or remotely. After learning about our platform, you will be comfortable being on-call to live assessment queries and responding by the service desk or online chat tools, with the support of the wider delivery or technical team as appropriate. You will also be comfortable leading assessment day services for customers and supporting the successful delivery of high-stakes examinations in a fast-paced environment by providing a personable, efficient, informed and knowledgeable service.To be successful in this role, a methodical and organised working style, with excellent interpersonal and communication skills, is essential. In addition, demonstrating initiative, responsibility, flexibility, self-motivation, self-management and professionalism in your work is fundamental. Support and Training will be provided for all areas in which it is required, and this role relies on the successful candidate to build their own schedule to ensure their success. Our self-managed culture means it’s not for everyone. Our cultural principles include having a proactive, can-do attitude that is both positive and enthusiastic. We pride ourselves on providing empathy and delight to both our customers and our colleagues. Attention to detail and an ability to deliver are key.About usOur mission is to provide technology to enable every ambition.Our platform enables a range of students and health professionals (e.g. doctors, dentists, nurses and other allied health workers) to apply and pay for assessments, be assessed effectively and advance through their training or educational programmes so that they can ultimately provide high-quality patient care and promote people's health.Our software and services help institutions, such as Universities and Postgraduate Specialty Medical Colleges, achieve digital transformation of assessment processes, for example, written and practical exams and workplace-based assessments.With our central hub based in the UK, we are growing rapidly in international markets in the Asia-Pacific, Canada, Ireland and beyond. For example, almost 40% of medical students in Australia are assessed using our products.What you can expect at risr/We like to keep things simple. We are natural-born collaborators, hungry for innovation, and we always do the right thing - even if it’s harder or requires us to go the extra mile.As risr/ continues to grow globally, the nature of our work and teams working across multiple time zones may occasionally require the successful applicant to work outside of regular office hours. This could include evenings, early mornings, or weekends. In addition, some of our customers administer assessments on the weekends. We are careful to ensure that team members are not required to do this regularly, and with our flexible working arrangements, our team has the flexibility to manage their own regular working time around any out-of-hours work that may be required.BenefitsOur people enjoy a very high level of trust, autonomy, flexibility and transparency, including:

• Work from home and/or at one of our offices (or set one up near your home). Our current and potential customer base extends across the Asia-Pacific Region whilst our local team is based in AEST / AEDT and NZST / NZDT time zones. You can be based anywhere in the Asia-Pacific region, which will enable you to work effectively with our customer base and team members.
• Freedom to choose your equipment and Training as you see fit.
• Freedom from much of the corporate bureaucracy which slows people down and stops them from giving their best.
• Access to open-book finances: everyone in the company knows our income, outgoings, what we have in the bank and everyone’s salary.
• A generous salary, benefits package (including enhanced parental leave policies based on length of service) and participation in profit share.

• £1,200 (equivalent in local currency) per annum Health and Wellbeing Allowance.
• risr/ pay for your internet
• risr/ pay for mobile phone and contract
• risr/ provides truly flexible working and autonomy
• risr/ allows you to set your working routine to suit you based around your role and team
• risr/ has no defined maximum holiday allowance - you are free to manage your own time
• Participation in risr/ profit share. 25% of the profits risr/ makes is split equally between the risr/ employees

If you feel that this is the role for you, please continue to fill out the application form. Please note that we want to hear from you as an individual when you are applying to work at risr/, and all content in your application should be original and your own.Come and join us - we promise you won't have worked for a company quite like risr/risr/ is an equal opportunities employer, and we do not exclude people on the grounds of sex, gender reassignment, pregnancy, maternity, race, marital status, disability, age, religion, belief or sexual orientation