‍WHY YOU WILL LOVE FINGERPRINT FOR SUCCESS (F4S)

• High Growth Tech Startup
• A values-led team of workmates that you will LOVE to work with
• A broad and exciting customer base who are seeking cultural change and transformation

We’re looking for someone who LOVES customers, and who genuinely cares about the success of others - and takes pride in owning delivery schedules and solving customer problems. Being of service to customers is your passion! 

Fingerprint for Success (F4S) is the future of human development. We are on a mission to empower individuals and teams to reach their full potential by democratising coaching and development.  Blending predictive data, conversational AI, with some of the world's very best professional coaches, F4S is loved by some of the fastest growing organisations, universities, and members of the start-up ecosystem globally, including, Atlassian, 500 start-ups, Canva, ZOHO and KPMG to name a few.  

Established in Sydney Australia and backed by the who’s who in tech (Co-founder of Google Maps, CEO of Zappos, Co-Founders of Canva and more), F4S is founded and led by one of the world’s earliest professional coaches and researchers, Michelle Duval.

As a Customer Success Program Manager, you will be responsible for the successful planning, execution, and continuous improvement of delivery. Your role involves coordinating all aspects of program logistics, customer onboarding, delivery, and evaluation to ensure a seamless, delightful and impactful experience with F4S.

You will be joining a small, but growing, values-led team, genuinely on a mission to change the world. We are swift, passionate, hard-working, scaling ourselves at the same pace we grow our product and make a difference to our customers. We invest deeply in our company culture and our team’s wellbeing, knowing this is the well from which the world’s greatest products and companies flourish.

YOUR GOALS:

• Customer Engagement: Bring a customer-centric, heart-centred approach to Customer Success, establishing a foundation of innovative customer service and support that sees our customer organisations and teams grow and develop as they partner with F4S
• Coaching Programs: Embrace and Delight our Customers - through onboarding, implementation and execution of transformational human coaching programs, workshops and customer delivery
• Customer Success: Be instrumental in ensuring our customers are deeply committed to their own success with F4S, becoming masters of the product and their journey with us
• Program Evaluation: Serving as the central point of contact for coaching program participants, addressing inquiries, concerns and collecting feedback to enhance their coaching experience. 

YOUR RESPONSIBILITIES:

• Become an expert on our Product, so that you can help our customers experience the in-depth value our platform offers them
• Onboard all customers into Customer Success - delighting and embracing them as they begin with F4S
• Foster strong and trusting relationships with customers by being the primary point of contact throughout the program delivery process
• Coordinating, planning and managing all customer delivery - a broad view that goes across all customers and all coaches
• Ensuring our source of truth (Salesforce) is always accurate and complete
• Partnering with Account Management / Sales to identify expansion and growth opportunities with our customers as well as facilitating renewals
• Partnering with Head of Coaching to facilitate feedback from our customers for learning and development of our Coaching Bench
• Assist the Head of Customer Success in forecasting the capacity for the coming months
• Deliver complex customer deliverable projects alongside the Account Manager
• Other projects and opportunities of a high growth startup
• Contribute to and proliferate our F4S culture as you establish our sales team and become one of the best places to work in the world!  

WHAT WE'RE LOOKING FOR:

• A background in program management or potentially VA/EA experience with multiple calendars and stakeholders and the desire to expand this skillset to customer success
• Experience being customer-facing, solving problems and serving customers
• Technically savvy and comfort to learn tools and systems
• The love and capability to manage multiple deliverables for multiple customers at any one time - you will be the holder of all things delivery for our customers! 
• Genuine warmth and empathy with expert listening and discovery skills - an ability to map product value to customer needs
• Creativity and energy to contribute to a foundational build of a customer success function
• Ability to thrive in a dynamic, high-growth, and collaborative global environment
• Exemplary presentation and communication abilities - both verbal and written
• Attention to detail and a fastidious approach to organisation
• An independent self-starter with an insatiable curiosity and unrelenting drive to learn, succeed and be of service to others
• Your own unique talents! If you don’t meet 100% of the qualifications outlined above, tell us why you’d be a great fit for this role in your cover letter

WHERE

We have flexible work and hybrid work arrangements. You will be located on the east coast of Australia or in NZ. Be great if you are located in Sydney and can engage with our team in our HQ.  However, for a rockstar we happily consider other locations.

BENEFITS

At F4S, we are committed to living out our mission every day and that starts with providing benefits that allow our employees to care for themselves, support their families, and give back to their community.

• Unlimited career growth opportunity
• Stock options via our Employee Stock Options Plan
• Access to F4S coaching and wellbeing programs
• Flexible daily working hours, we value work-life balance
• Amazing high performing passionate remote global team
• Incredible culture and community
• We look forward to you joining us in our very real mission to make human development accessible to everyone!