Customer Enablement Specialist APAC

At Constant Contact we are seriously awesome people who take ownership and make an impact by operating with the mindset integrity and courage of a small business owner.Theres something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here we all play an integral part in helping business owners entrepreneurs non-profits and individuals to succeed by giving them all the help and tools they need to grow online. Were energized by new challenges and new possibilities-and were just getting started!

As a Customer Enablement Specialist at Constant Contact you have the opportunity to deliver exceptional customer experiences to help us achieve outstanding customer retention increased usage and revenue expansion targets in the APAC region. This is a high-impact hybrid role designed for a professional who thrives on variety - balancing technical support with proactive onboarding sessions. Serving our APAC region you will act as a subject matter expert across our marketing enablement software suites ensuring our customers from agile SMBs to highly regulated government and finance entities maximize the value of our platforms. Your mission is to drive activation reduce churn and turn complex technical challenges into seamless growth opportunities for our clients. Youll be measured based on providing positive outcomes such as CSAT retention lifetime value NPS and reviews.

This is a hybrid role based in Brisbane Australia primarily serving our APAC customer base.

Drive Customer Enablement & Onboarding

• Lead high-touch success sessions and platform walkthroughs for new customers to ensure high activation rates and optimal account configuration.
• Guide customers through the initial stages of their journey providing strategic advice on how to best utilize our digital marketing tools to meet their specific business goals.
• Empathetically navigate the unique compliance and security requirements of customers within regulated industries.

Deliver Expert Technical Support

• Resolve complex customer inquiries across multiple channels including phone chat and email with a focus on first-contact resolution.
• Act as a technical translator documenting and escalating platform bugs or feature requests in a way that is actionable for our Product and Engineering teams.
• Troubleshoot sophisticated UI/UX and workflow issues within a multi-platform environment.

Champion Knowledge & Data Integrity

• Contribute to internal documentation and external help resources to streamline the global onboarding experience.
• Maintain meticulous records within our CRM and ticketing systems to ensure a single source of truth for every customer interaction.
• Monitor key performance indicators including CSAT NPS and retention to continuously improve the customer experience.

Who You Are:

• Experienced: You have 2 years of experience in a technical support or customer success role within a SaaS or software-based environment.
• Agile: You enjoy a hybrid workload and can seamlessly pivot between scheduled 1:1 onboarding meetings and a reactive support queue.
• Communicator: You possess the ability to explain complex technical concepts to non-technical users and the commercial acumen to identify growth opportunities within a customers account.
• Curious: You have a hunger to master multiple software platforms simultaneously and stay ahead of MarTech industry trends.
• Problem Solver: You dont just close tickets; you investigate the root cause of issues and advocate for long-term solutions that benefit the entire customer base.
• Customer-First: You are deeply committed to driving retention and see every interaction as an opportunity to build brand loyalty.

Why Youll Love Us:

• We celebrate one anothers differences. We are proud of our culture of diversity and inclusion and were always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
• Join the experts. If youre passionate about supporting businesses and organizations you wont find a better spot to share your talent. Were dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses non-profit organizations and community groups.
• Youll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business take on stretch assignments seek coaching opportunities and professional development opportunities.
• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

At Constant Contact were all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person participate in live trainings and socialize with colleagues.

Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Vision6 Pty Limited is an affiliate of Constant Contact Inc. and a part of the Constant Contact group of brands.

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