Job Overview

Your primary responsibility will be to onboard, educate, support and convert users onto the GetBusy platform. Drive adoption, increase stickiness and help customers understand the benefits of the GetBusy product.

Build and nurture trusted, consultative relationships with customers to proactively help them realise maximum value from the product and drive advocacy.

Responsibilities:

• Proactively connect, engage, and support GetBusy users via email, live chat, phone, and messaging within the product – continuously delivering exceptional service.
• Conduct product demos, onboarding and training sessions. Host webinars as required. Share best practice.
• Understand customer needs, objectives and success factors.
• Represent the voice of the customer back to key stakeholders within the GetBusy business.
• Convert users: Because connecting and conversion of customers is critical to this role, there will be percentage commissions, and bonuses for hitting KPI's.
• Help retain customers and identify opportunities to grow their subscriptions.      

• Knowledge: form a deep understanding of the     product, understand its use cases, identify future potential use cases     that would improve value to customers and conversion. Understand the industry we are in and our competitors.
• Work closely with the marketing team to develop high quality content.
• Data-driven: report on what we're doing and how we can do it better! Identify, communicate and act on opportunities.

• Possibly attend the occasional trade show when the world starts going back to normal.

Skills, experience and character:

• 2+ year’s experience in a customer-centric role (e.g. customer success, engagement, client relations or account management) in another software business.
• Outstanding communication skills: this is number 2 on the list so this really important to us.
• Positive change agent: move things forward, problem solve, overcome challenges, get things done.
• Simplification: take complex things and make them simple, understandable and actionable.
• Self-starter: show autonomy, entrepreneurial drive, and focus on actions and results.
• Industrious: someone who doesn't just stick to a job description but does whatever it takes to make us all successful.
• A natural chameleon:  can instantly change your communication     to align with the client.
• Evidence of grit, dynamism and autonomy.
• Have no ego. Best idea wins.
• Exceptional organisational and time management skills.
• A willingness to learn and listen.
• Ability to work with the GetBusy tech stack.
• Experience working in a high-growth and/or early stage company environment a plus.
• Be able to adapt to a fast-paced environment where the rules may change or be defined just in time. 
• Have a passion for the industry, learning about our competitors, and thinking of new ways to tackle the market.

Behaviours:

We have worked hard to curate the behaviours that are individual and important to us because they are intrinsically linked to our values.  We are looking for a person who is:

Open with a natural exuberance, especially when talking to anyone about our product whilst-

Working together in ways that help us all win

Communicates in an open and accessible manner, effectively prioritises work both independently and as a team player, responds positively to requests, asks timely questions to clarify their understanding of what’s needed.

Showing a genuine belief in the potential of others

Demonstrates a ‘can do’ approach, transmits a grounded confidence in own ability, expresses positive things about people and the organisation that helps build a great workplace, balances listening with talking to build a clear sense of valuing others’ input and shared agendas.

Get Stuff Done

Staying motivated to deliver what matters: Builds a reputation for delivering as a team player, shows willingness to roll their sleeves up and get involved to get things done, keeps relevant people appropriately informed about progress, raises issues with the right people in a timely manner that could impact on achieving desired outcomes and offers and actions possible solutions.

Motivated to establish objectives

For their role and manages own workload effectively and with minimal supervision, responds constructively to new requirements and negotiates the priorities for action, takes steps to ensure sufficient resources are available to do the job effectively.

Keep learning

Striving to learn, grow and keep doing better. Shows an ability to learn from past experiences and errors to improve own performance, responds positively to feedback and acts on it quickly, spots and embraces opportunities to extend or update their skills to be more effective.

Create focus

Giving others confidence that things will be OK. Demonstrates a clear understanding of their responsibilities, makes helpful contributions to help role/team functioning, shows enthusiasm and commitment for doing what’s needed, comes across as well informed in how they come across.

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