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About AurorAt Auror, we''re empowering the retail industry to tackle theft and Organised Retail Crime, a $150 Billion problem globally. It''s high volume crime that''s increasingly organised in nature and is putting people, retailers, and communities at risk every day.Founded in New Zealand 11 years ago, we''re working with some of the best and largest retailers in the world across the US, Canada, Australia, New Zealand, and the UK.Auror is connecting people and intelligence to reduce crime. We''re using technology for good.In partnership with our leading retail partners, we need people with the passion, determination, and innovation required to overcome one of the world''s largest problems. If you''re looking to make a difference with and for the people dedicated to stopping crime, for good, then we want you on our team.About Customer Success At AurorCustomer Success at Auror is high impact. As we bring on some of the world''s largest retailers, a lot of our time is spent on planning and delivering large-scale rollouts, running training sessions for thousands of users, and creating strategic engagement plans that ensure our customers see a reduction of crime and harm in their stores. And we are incredibly successful in doing this.We pride ourselves on the partnerships we have with our customers. We have an incredible NPS score of 70+ and continue to have high engagement and satisfaction from our customers.About The RoleOur Customer Success Managers build strong relationships with our customers through relational and strategic engagement, delivering results that have a true impact on retail communities. You will partner with key stakeholders and focus on ensuring their organisation is seeing the value and achieving real crime reduction outcomes from using the Auror platform.Through running pilots and leading project rollouts, developing and delivering strategic engagement plans for our retail partners, you will identify ways in which customer and user engagement can increase, and champion relationships can strengthen. With the support of the Customer Success Specialists, you will run training and presentations to varying groups of stakeholders, users, and Police to help them realise the value.Your ResponsibilitiesOwning the customer success relationship and supporting commercial Account Management through partnership with our Retail Partnership Managers (Account and Sales managers)Working with our key champions to understand their priorities and how Auror can add value through ongoing strategic engagement at a market, regional, or user levelBuilding proactive customer engagement plans to ensure our customers are reaching their user engagement goalsLeading pilots & implementations with expert project management capability, focusing on our larger more complex retail partnersWorking with the Customer Success Specialists to surface platform wins and outcomes and sharing those learnings to key champions at Loss Prevention director-levelPartnering with customers on Change & Process ManagementAnalysing and utilising customer data and creating insights to drive better customer outcomesFostering collaboration across retail and law enforcementCollaborating with Product, both as a subject matter expert and a customer advocateStrategise on user engagement for a one:many approach through inbound support requests via in app messenger, phone, and emailThis role reports to Jessica Atmore, Customer Success LeadRequirementsTo ace this role, you will have...Previous experience in Customer Success, Account Management, or Relationship Management roles preferably in the tech industryYou are analytical and have the ability to turn data into insights to inform structured and strategic solutionsAbility to juggle multiple priorities and see the bigger pictureYour strategic mindset will see you using multiple data points to ensure that everything we do as a team contributes to Auror''s long-term goalsHave experience driving change management within business processes, systems and technology with a people-first focusAbility to guide our customers through rollouts and implementations, using your project management and people skills to make it seamless and successfulHave the ability to see where our users are coming from, understand their day-to-day and be able to be empathic in their viewsEnjoy working as part of a team and build strong working relationships but can also be self-starting and able to work aloneHave an interest in the tech industry and have knowledge of Auror''s brand and storyAre happy to travel for regular customer meetings and eventsWe are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page).Auror is committed to providing an inclusive and accessible application process to all candidates and we are actively working to improve diversity within the tech industry. We celebrate diversity and inclusiveness at Auror, regardless of (but not limited to) race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.If you need adjustments to any part of our recruitment process because of accessibility reasons, please do not hesitate to let us know during the application process. We will work with you to identify adjustments that will allow you to perform at your best.BenefitsCompetitive salary range: Depending on level of experience, between $92,500 - $110,000 (IC3)Employee share scheme: You''ll own part of a company making a real difference!Flexibility: We are hard-working and outcome focused, but recognise there is more to life than work. We promote a healthy work/life blendShorter work weeks (at full pay): Everyone gets Friday afternoons off, so you can start your weekend early, and do more of whatever it is that makes you happyHealth insurance: We prioritise looking after your health by contributing to your individual health insurance plan through Bupa health insuranceFocus on mental and physical health: We understand how vital our health is and have policies to support your wellness, including: Wellness Days, and up to three expert sessions paid for every yearFamily-friendly: We offer comprehensive parental leave and benefits for primary and non-primary caregivers, including a baby bonus and meals delivered to your doorPersonal growth: We support our team to participate in courses, conferences, or events that will help them develop their skillsTeam love: We have regular team lunches and social events where most (if not all) activities are during work hoursNext steps:If you''re excited about our mission and you have the experience and a passion for this role, please hit "Apply".If you''re not sure that you tick all the boxes but feel you''re close to what we''re looking for, please apply anyway! We''re proud that Auror is a place where everyone can learn and grow so we''d love to hear from you.You''ll be asked to submit a cover letter as part of your application. While this is optional we do encourage it, as we find cover letters can tell a story that resumes alone often cannot. Our hiring team love to understand what attracted you to this role and why you are excited about the opportunity to join Auror.Once you apply, you''ll hear from us to acknowledge your application. If you have questions about any of the above, or if you have any accessibility requirements, we''ll be able to help you from there.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionOtherIndustries: IT Services and IT Consulting #J-18808-Ljbffr