Customer Enablement Specialist

Position:
New Customer Enablement Specialist - APAC

Company:
Constant Contact

Compensation:
$70,000 - $80,000 AUD

Location:
Australia, Brisbane

Employment type:
Full-time

Work Arrangement:
Hybrid

Short Summary:
As a Customer Enablement Specialist at Constant Contact, you will deliver exceptional customer experiences to achieve outstanding customer retention, increased usage, and revenue expansion targets in the APAC region. This role balances technical support with proactive onboarding sessions, serving a diverse customer base.

Responsibilities:
- Drive Customer Enablement & Onboarding
- Lead high-touch "success sessions" and platform walkthroughs for new customers.
- Guide customers through their journey, providing strategic advice on utilizing digital marketing tools.
- Navigate compliance and security requirements for regulated industries.

- Deliver Expert Technical Support
- Resolve complex customer inquiries across multiple channels.
- Document and escalate platform bugs or feature requests.
- Troubleshoot UI/UX and workflow issues.

- Champion Knowledge & Data Integrity
- Contribute to internal documentation and external help resources.
- Maintain records within CRM and ticketing systems.
- Monitor key performance indicators to improve customer experience.

Requirement:
- 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.
- Strong problem-solving skills and a customer-first mindset.

Benefits:
- Health and welfare benefits including paid leave.
- Opportunities for career growth and professional development.
- Generous paid time off policy.
- A culture of diversity and inclusion.
- Flexibility with a hybrid work model.