Customer Engagement Specialist

Job Description

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 utilized 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 behaviors 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 the Customer Engagement Specialist is critical to the success of product implementation. You will play a critical role in ensuring the success of our customers’ journey by supporting processes, including training, creating learning resources and action plans based on usage data and analysis for ongoing engagement around our SaaS products. You will bring specialized knowledge, experience (K-12, technical), and strategies to optimize the effectiveness of the customer journey in alignment with our Customer Success Managers.

Your ability to serve as a trusted engagement Specialist/Strategist, build strong relationships, and to focus on the needs of our customers will drive our success and ensure your place as an integral part of our growing team.

Please note this role will ideally be based from any of our 3 USA offices (San Diego, Charlotte or Orlando), however we will look at fully remote candidates that match the requirements.

Here's How You'll Do It

• Develop and deliver training opportunities to maximize product impact and increase Annual Recurring Revenue (ARR).
• Partner with CSMs to provide knowledge and resources that support customer success.
• Analyze product usage and engagement data to develop solutions that drive adoption and long-term usage.
• Deliver virtual trainings and live webinars to our customers on our Linewize product suite
• Serve as a subject matter expert on our products including some technical knowledge, best practices for adoption and ongoing usage
• Collaborate with subject matter experts, internal team members, and other stakeholders to ensure training content is relevant and up to date
• Collaborate with the Engagement Team, Sales, Customer Success, and Support to streamline the delivery of the customer onboarding process and ensure ongoing support for customer relationships.
• Analyze customer usage data to drive customer success initiatives to engage more users of product
  
  

Job requirements

This Role Requires

• Strong customer service orientation and relationship-building skills.
• Highly proficient in communicating complex ideas in simple terms via spoken and written word
• Exceptional project and time management skills
• Strong attention to detail
• Strong analytical and problem-solving skills
• Adaptability and a growth mindset
• Experience in technology and education preferred
  
  

To Be Successful In This Role You Must Be

• Collaborative and resourceful.
• Adaptable and willing to embrace change.
• Knowledgeable and flexible.
  
  

Why choose Linewize by Qoria?

In This Role, You Can Expect

• Employee Stock Options
• Enhanced Holiday & Family Leave
• Zone Out Days
• Catered Office Lunches
• A Yearly Tech Allowance
• and much more
  
  

SALARY RANGE : $60-70,000 USD PLUS BENEFITS

More Importantly, You’ll

• Support tech with purpose...
  
  

As a Customer Engagement Specialist at Linewize by Qoria, your work truly matters. With every customer interaction, you’ll be helping children stay safe online. It feels good to do good.

• With people who care...
  
  

One of our values is ‘Care, Always’. Our CESs live and breathe that, every day. We also look after each other, and help create a supportive environment for all.

• Through work that you love...
  
  

Customer service takes skill, energy and resilience. It can also be incredibly rewarding. Here, your efforts will be visible and you’ll love the impact you have.

• And a career that you own...
  
  

A proven career path forward, with real opportunities to progress your career into other teams and departments within the company. Exposure to industry leading tech, developed in-house by an amazing engineering team. Regular company wide lunch and learn sessions.

Sound like you?

We’d love to hear from you. Please submit your application if you would like to be considered for this opportunity. At this stage we are only accepting applications from those with full working rights.