Customer Success Specialist

Description

At Auror, we’re empowering the retail industry to reduce theft and Organized Retail Crime, a $100 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, we’re working with some of the best and largest retailers in the world across Australasia, North America, and now the UK.

Auror connects people with intelligence to reduce crime. As a company, we’ve built a high-performing, positive culture with a focus on providing an inclusive environment for a diverse team. If you’re excited about reducing crime and building safer communities, for everyone, then we want you on our team.

About Customer Success at Auror

Customer Success at Auror is high impact. As we partner with 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 ensures 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 74 and continue to have high engagement and satisfaction from our customers.

The Role

We have just launched Auror into the UK and we’re looking for someone who is excited to roll their sleeves up and help grow our brand in this market. The role of the Customer Success Specialist is to engage, empower, and excite our community of crime fighters. As a Customer Success Specialist, your primary responsibility is to ensure both retailers and police, who make up our crimefighter community, have great experiences and achieve real crime reduction outcomes from using our platform.

Through being deeply tactical and using relational engagement you’ll empower our Auror user community to help them derive value from the platform. You do this by building strong relationships with Field Loss Prevention teams and understanding the value Auror can bring to our customers. You will be in the platform everyday looking for customer wins & effectively resolving customer requests. You will also work with the customer manager to support and run training sessions with varying sized groups and audiences.

Your Responsibilities

Fostering collaboration across retail and law enforcement (primarily police)
Reviewing customer usage in the platform and supporting users to achieve better outcomes, surfacing wins & outcomes, then effectively communicating this back to the customer manager
Supporting the Customer Success Manager with engagement plans & driving value for our users using data driven metrics
Training our users on the value of Auror in-person or remotely

You’ll be reporting to Mark Gleeson, UK Regional Director.
I recently joined Auror from another SaaS company as the Global Partnership Director and have previous experience in consulting for the Big 4 at KPMG and spent time in the military. I’m enormously passionate about mental fitness and wellbeing, particularly in the workplace, and I’m absolutely delighted to have joined Auror where the culture is 1st class. Outside of Auror I can be found climbing mountains, running marathons & supporting veterans. I’m excited to work with outgoing individuals that are looking to build and maintain long lasting partnerships. You can check out my LinkedIn here.

**Requirements**:
As one of our Customer Success Specialists, you may have the following skills:
Previous experience in customer success/customer-facing roles, bonus if this is within a start-up environment
Have good problem-solving skills with a natural affinity with technology and people. You enjoy tackling challenges and coming up with structured and strategic solutions.
Being a team player who flourishes in a fast-paced, highly collaborative environment.

We are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page).

**Benefits**:
**Employee share scheme**: You’ll own part of a company making a real difference

**Flexibility**: We are hard-working and outcome-focused, but recognize there is more to life than work. We promote a healthy work/life blend.

**Shorter Working Week**: Everyone gets Friday afternoon’s off, so you can start your weekend early, and do more of whatever it is that makes you happy.

**Mental and physical health**: We understand how vital both mental and physical health is, and have policies to support that, including Wellness Days (days that you can take for any reason whatsoever, not just for when you’re sick/ unwell).

**Private Health Care (Medical)**: Auror automatically enrols you into our private healthcare plan with Vitality.

**Family-friendly**: We offer comprehensive parental leave and benefits for primary and non-primary caregivers.

**Personal development**: We support our