Why are we looking for someone?
Delib has a small but mighty team in the Asia-Pacific region and we’re now looking for help to support our growing customer base. Our Customer Success Managers have been instrumental in getting Delib Asia-Pacific to where it is now, but we need to make a change to how this work is done as the company grows.
Historically, the Customer Success Managers have managed the customer experience end to end, top to bottom, covering everything. Delib has grown past this and we are now in an exciting position to be able to introduce entry-level supporting roles in Customer Success.
What's the job?
Customer Success sits in the middle of the business. We are the voice of the customer inside Delib. We onboard, train and provide ongoing support for our entire customer base. We work in partnership with them to support what they do, making their lives a little easier. Our customers appreciate that we support them in a helpful manner, grounded in an understanding of their needs.
The CSMs currently spin a lot of plates. All those spinning plates are important and we don’t want to drop any of them, so we need someone to take responsibility for some of the spinning.
The key aspects of this role fall into two main areas: directly supporting the customer; and directly supporting the CSMs. This looks like:
Customer support and contact
Providing usage data, top tips and best practice examples to our customers by assisting with the creation of annual usage reports.
Updating our public ‘help’ and ‘how-to’ articles for customers as and when needed
Joining relevant customer calls with the responsible CSM
Share responsibility for a small customer base to start developing your customer success skills
Customer Success Manager support
Ownership and updating of the data and information we use to benchmark customer activity, which informs how we work with customers
Configuring customer site mock-ups - this will benefit from a creative eye and some lateral thought as well as giving you hands-on experience with our products
Reviewing and tracking customer engagement activities
Assist with the admin and organisation of customer training sessions
Creating support and training resources for our customers
Joining global calls with the people directly responsible for Customer Success
This is a new role within Customer Success, and as such, it will evolve. Delib is always looking for areas to improve and job roles are no exception. If things can be changed to be better, then they will be, using feedback and adapting to the skills and experiences of the people doing the job as well as the developing needs of the business.
Your future at Delib
We're looking for someone who can help us now and in the future, and this job offers significant potential for progression. Doing this job will expose you to everything Delib does as a Civic Tech Software-as-a-Service (SaaS) company, including business support, sales, engineering, and more. There will be many opportunities for the right person.
Specifically, this role has a supported and encouraged path to becoming a Customer Success Manager and beyond, which involves:
Managing your own cohort of customers across the Asia-Pacific region
Making real business decisions that have a direct affect on the products we build
Delivering product training, both face-to-face sessions and web-based screen-shares
Growing the number of active users within the customer organisations you are responsible for
Coordinating annual subscription renewals and managing other account admin
Building Delib’s profile with our customers and the wider digital democracy/gov community by sharing news and thinking at events, via Twitter, blog posts, presentations etc.
Being aware of legal frameworks and statutory information pertinent to our products
Who are you?
You’ll care about people. A lot. You’ll get a kick out of doing a really good job and providing the very highest level of human-centred service.
You will definitely be motivated - proactive not reactive. You’re not waiting for people to tell you what to do because you’re already out there doing it. You are a ‘do-er’, you like to be busy, and you like to get things done.
You like to learn about new stuff, all day, every day, because - no matter how experienced you are - there is always something new to learn. The Customer Success Managers and the rest of Delib are there to help you if you don’t know the answer to something, or you need help to understand how to get a thing done - we are all helping each other to get things done, all the time. You are the kind of person who can seek help when you need to move something forward.
You find oddly niche things endlessly fascinating, and aren’t afraid to ask - why? Why haven’t things changed? Why are we doing it like this? If there's a problem or something doesn’t work, you need to be involved in fixing it.
We’d like to hear from you if you meet some of the following criteria:
Have recently finished university, are looking for a change in career or are returning to work from a career break - you must have some previous employment experience in any industry.
Interested in providing real customer service and success with direct impact – this is not a call centre/telephone-call-scripted-type environment
Interested in democracy, government or doing work that matters with people who care
Interested in learning/developing acute commercial awareness – Delib is a business and so we all win when we keep customers and get new ones and Customer Success plays a huge part in making that happen
A pedantic respect for grammar, punctuation and proof-reading
Interested in data and confident working with numbers and spreadsheets
What is Delib?
Founded in 2001, we're helping our customers modernise democratic processes using digital methods, it's a very specialist thing to be doing, and we're a world leader at it.
We produce digital platforms for central and local government as well as other publicly-accountable bodies. These digital platforms help these organisations run ongoing democratic exercises and engage with the public - you.
We're a distributed company. Delib was founded in the UK, and management, engineering, legal and HR are still based from there. The majority of our staff are distributed across the UK, Australia and New Zealand.
This is a remote role - we’d love you to be based in Queensland but this isn’t essential. You do need to be able to travel from time to time for work, this may be to Canberra or other places that we choose to meet. We like seeing each other when we can and when it fits with our varied schedules.
Salary and Role
This is a permanent role, advertised on a full-time basis. We're offering $60-65k plus super initially, depending on experience. There is significant room to grow the salary by taking on responsibility and developing expertise.
If this sounds interesting, please apply below.
Our hiring process involves a short phone interview, followed by a longer video interview, then a trial day, to determine a good fit for both parties.
We follow personnel security standards equivalent to UK Baseline Personnel Security Standard and you will therefore need to satisfy basic eligibility criteria/certain conditions of employment (e.g. nationality rules/right to work); and provide appropriate documentation to verify ID, nationality, employment and/or academic history, criminal record (unspent convictions only).
Delib is an equal opportunity employer and encourages applications from people of all ages, nationalities and cultures including Aboriginal and Torres Strait Islander peoples.
We will not be accepting applications from recruitment agencies for this position.