Customer Success Operations Administrator

Want to deliver tech with purpose, with people who care?

Join us in our mission to create solutions that help keep children safe online.

Who we are?

Headquartered in Perth, Australia, Qoria is an ASX listed global leader in child digital safety technology and services. We are a purpose-driven business, operating under the 'Linewize' brand in North America and Asia Pacific, under the 'Smoothwall' brand in the UK, and under the 'Qoria' brand in EMEA. Our solutions are utilised by schools, school districts and their parental communities to protect children from seeing harmful content online, to identify children at risk based on their digital behaviours and to ensure teachers maintain focus and safe learning in the digital classroom. 27k schools and 6 million parents depend on our solutions to keep 22 million children safe in 180 countries around the world.

What's the opportunity?

The role of a Customer Success Operations Administrator is crucial for optimising sales and customer success processes. The responsibilities encompass a wide range of tasks, from managing projects in operations to facilitating strategies for the customer success and sales teams. Here is a list of duties and responsibilities for our Customer Success Operations Administrator:

Here's how you'll do it:

CRM and other system (Customer Relationship Management) Administration:

• Oversee the usage and maintenance of the CRM system to ensure accurate and up-to-date data.
• Customise the CRM system to align with sales and customer success requirements.
• Oversee other systems to support customer success and sales, carrying out ongoing risk analysis of customers to drive satisfaction and retention.
• Train sales and success teams on CRM best practices and data entry.
• Oversee the dashboards & reporting to support Regional Operations manager report on sales and renewals forecast in the business.

Delivering change within sales and success organisation:

• Deliver effective change within the organisation in collaboration with stakeholders.
• Identify and manage project risks and develop risk mitigation strategies.
• Identify areas for process improvement and implement best practices for future projects.
• Establish and maintain effective communication channels with project stakeholders.
• Provide regular project updates and reports to stakeholders, ensuring transparency.
• Address stakeholder concerns and manage expectations throughout the project.

Cross-Functional Collaboration:

• Collaborate with different departments (e. g. , Marketing, Support, Projects, Product, Finance, Operations, Project Management) to align goals and initiatives.
• Facilitate effective communication between sales and other teams to ensure smooth operations.

Process Management:

• Provide sales and success teams with tools, resources and dashboards to enhance their effectiveness.
• Analyse data and performance metrics to identify areas for improvement for the teams.
• Develop and implement processes and workflows to streamline the sales/success cycles.

Stay Updated on Industry Trends:

• Keep up to date with industry trends, best practices, and advancements in sales and customer success.

A successful Customer Success Operations Administrator is adaptable, data-driven, and focused on fostering a culture of continuous improvement within the sales and customer success team.

What you will bring:

• Experience of using Hubspot.
• Vision - the ability to set strategy, see future challenges and pivot as required.
• Very high level of business acumen.
• Grit and tenacity.
• A desire for accurate CRM reporting.
• Ability to problem solve and investigate systems to provide solutions and answers.

What you have:

• Excellent communication and presentation skills.
• Ability to quickly build relationships.
• Strong negotiation skills in order to realise the best commercial outcome for the Company.
• Organisational and time management skills.
• Ability to work and thrive in a high activity and competitive environment.
• Ability to work around problems and find solutions.

Why choose Qoria:

In this role, you can expect:

• Employee Share Scheme.
• Additional leave days.
• Flexibility.

. and much more.

More importantly, you'll:

Deliver tech with purpose.

As a Customer Success Operations Administrator here, your work truly matters. Your skills, knowledge and ideas will all help children stay safe online. It feels good to do good.

With people who care.

Our Customer Success team is amazing! They're also amazingly supportive. We all take ownership of our work, end to end. And at the same time, we really care about growing and winning together.

And a career that you own.

This role offers so many opportunities to expand your skills and grow your career. As you step up and take ownership to make things happen, you'll carve out an incredible career.

Shortlisting will commence immediately.