Customer Enablement Specialist - Australia

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. There’s 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. We’re energized by new challenges and new possibilities-and we’re just getting started!

A globally recognised and respected brand in the digital marketing space, Constant Contact offers powerful online marketing tools, contact management and sales functionality, and innovative AI capabilities to help businesses to attract and engage the right customers, close more deals and grow.

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. You’ll be measured based on providing positive outcomes such as CSAT, retention, lifetime value, NPS and reviews.

This is a hybrid role based in our Brisbane office, 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 customer’s account.
• Curious: You have a hunger to master multiple software platforms simultaneously and stay ahead of MarTech industry trends.
• Problem Solver: You don’t 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.

The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.

Pay Transparency - All Full Time Employees

$70,000—$80,000 USD

Why You’ll Love Us:

• We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're 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 you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re 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.
• You’ll 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, we’re 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.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact [email protected].

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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Notice to Recruiters and Staffing Agencies:

Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.