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Salary: AUD 70,000 - 80,000 / annual
Constant Contact is seeking a Customer Enablement Specialist to deliver exceptional customer experiences across the APAC region. This hybrid role balances proactive onboarding with technical support, serving a diverse customer base from SMBs to regulated government and finance entities.
Key responsibilities include leading high-touch onboarding sessions and platform walkthroughs to ensure customer activation and optimal account configuration. You'll guide customers through their initial journey, providing strategic advice on leveraging digital marketing tools to meet business goals, while empathetically navigating compliance and security requirements for regulated industries.
On the technical support side, you'll resolve complex customer inquiries across phone, chat, and email channels with a focus on first-contact resolution. You'll act as a technical translator, documenting and escalating platform bugs or feature requests to Product and Engineering teams, and troubleshoot sophisticated UI/UX and workflow issues within a multi-platform environment.
You'll contribute to internal documentation and external help resources to streamline the global onboarding experience, maintain meticulous records in CRM and ticketing systems, and monitor KPIs including CSAT, NPS, and retention to continuously improve customer experience.
The ideal candidate has 2+ years of experience in technical support or customer success within a SaaS environment. You're agile and can seamlessly pivot between scheduled 1:1 meetings and reactive support queues. You possess strong communication skills, explaining complex technical concepts to non-technical users while identifying growth opportunities. You're curious about MarTech trends, a problem solver who investigates root causes, and deeply committed to driving retention through every customer interaction.
