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SalaryEverCommerce [Nasdaq: EVCM] is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 600,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. Specializing in Home & Field Services, Health Services, and Fitness & Wellness industries, EverCommerce solutions include end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications.We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here:We are looking for a Customer Success Coach to focus on our Timely product.Timely and SalonBiz serve over 24,000 customers in 100 countries. We provide booking and client management software and are on a mission to build the leading platform for beauty professionals. Between us, we offer SaaS solutions to customers of varying sizes and stages, serving different customer profiles within the beauty industry. Our software helps business owners take control of their calendar, make more money and deliver amazing experiences that keep their clients coming back.This is where you come in!You’ll help our customers make the best use of Timely, either as new customers or existing customers who have been upsold new functionality such as payments or higher plans. You’ll be helping our new customers get up and running smoothly with Timely. Your role will involve walking them through the initial setup and showing them how to use the key features to run their business effectively. You’ll also act as the interface between the customer and our data migration team.For existing customers, your focus will be ensuring they’re fully benefiting from their new packages. You’ll also provide support for those who have ordered our terminals by assisting them with the setup process and ensuring they’re effectively using this new feature in their business.The overall aim of the game is a successful customer who is getting the absolute maximum out of our solution. While at the same time helping to reduce churn amongst our customer base.While this isn’t a “sales” role, it will definitely involve selling. You’ll need to carry on the conversation that the sales team have had and reinforce the value of Timely. You will need to be sales savvy as you’ll be required to pitch the value of the wider solution and encourage customers to adopt new ways of using the platform.You'll be working with our most valuable customers. So you’ll need to be an excellent communicator and capable of quickly building a rapport. You’ll be a problem solver, but you’ll also be a deft hand at handling objections and guiding conversations. You’ll be just as comfortable on the phone as you are via chat or email.Skills and Experience needed to be successful:You have previous experience in Customer Success, training, or customer supportExperience in the hair and beauty industry will be hugely beneficial and is our preferenceYou’re a strong communicator, both written and orally, and are the most organised person you knowWorking autonomously is your thing, you have a strong work ethic and are confident in managing your time effectivelyYou’re motivated to succeed both individually and as part of a fast-growing companyYou can work independently and as part of a team and understand that we succeed togetherYou understand people and business: you relate well to business owners and naturally empathise with the challenges they face every daySaaS experience will be a big plus, but not essentialResearch shows that while men apply to jobs when they meet ~60% of criteria, women and those in underrepresented groups tend to only apply when they check every box. So if you think you have what it takes but don't meet every single bullet point above, please still get in touch. We'd love to have a chat and see if you could be a great fit.Why join us?At EverCommerce, we lead with inclusion and use our values to inform our decisions. We succeed together and celebrate the things that make us unique. We’re big believers in work-life balance and offer additional annual leave so you can fully switch off and relax throughout the year.We trust our team to work where they are the most productive. You’ll have the flexibility to work from home or the office. We have office space in Melbourne and provide a high-spec home office set up.We set a high bar and support our team to innovate and focus on continuous growth. You’ll enjoy a professional development budget to fuel your growth, and an annual wellness allowance to fund the things that support your wellbeing.This role is full time and permanent.Our preferred candidate is based in Melbourne.You must be legally entitled to work in Australia.Applications close when we find the right person!Let us know any considerations which would enable your experience in our recruitment process to be more inclusive, such as non-traditional application formats, closed captions during video interviews, or accommodations for learning differences.EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!
