MyPass Global is on a mission to empower safe, agile & connected communities.
Our workforce onboarding and compliance management software is centred around a digital Skills Passport, designed to help organisations reduce their risk and cost of operations. Our vision is to become the trusted industry 'source of truth' for organisations and people. We don't limit ourselves to a single sector or location; rather, we strive to establish a global standard.
Our company values set the standard for the behaviours and mindset we expect from every "MyPasser". Our values include:
BRING OUT THE BEST We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small.
CHALLENGE THE NORM We pursue innovation by practising curiosity and always asking 'why'. We challenge assumptions by seeking opportunities for growth and improvement.
TREAT PEOPLE WELL We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, compassion and respect.
WALK THE WALK We are accountable for our goals, actions and collective vision. We work with integrity and are true to our word, fostering a culture of open communication.
Position Purpose Statement The key purpose of this role is to support the implementation of key programs of work that will increase customer engagement, customer satisfaction scores, usage of the platform and ultimately, increase our ARR through customer retention and growth. This role will also be responsible for certain aspects of the operational change management processes and compliance functions.
\n Key ResponsiblitiesRetrieving customer usage statistics to identify areas for improvement in the product and/or service delivery.Supporting the delivery of key programs of work related to customer engagement and customer satisfaction.Coordinates the customer engagement tools and systems, reviewing data from these platforms and providing usage reports to the CSM.Support the process maintenance and gate keeping of internal knowledge base articles and Spaces related to Customer Engagement, Support and Customer Success.Supports the Customer Success Lead managing the process change lifecycle for the PHP operation including all change requests, building comprehensive impact assessments, liaising with relevant internal stakeholders to understand their needs and ensuring that all relevant internal and external documentation is updated before the change is implemented.Communicates and embeds customer engagement process changes into the relevant business teams (inside and outside of Operations) and provides support and expertise to the relevant department head to facilitate the changes.Researches and keeps up to date with training regulatory bodies in each of the countries that MyPass serves Customers (eg. AU, NZ, US, CA, CH) and puts processes in place to supersede outdated information in the Platform and our internal processes & knowledge base.Coordinates the update of the external knowledge base with key internal stakeholders, building content and getting appropriate approvals to publish articles. Coordinates the collection of data to facilitate insights for NPS scores, NPS feedback surveys and Apty reporting. Helps improve and maintain Apty instructions, making sure that it's up to date.Helps identify areas for improving the customer experience and internal processes.Helps maintain existing customer-success metrics and data as directed.Communicates effectively with internal senior managers to better understand customer needs, maximise retention and growth, and share learnings. Key AccountabilitiesCoordinating the process for ensuring that all product and feature updates are translated to the business via appropriate change management protocolsCoordinating the process for ensuring that all product and feature updates are published to the external and internal knowledge base at the time the changes are made.Ensuring that all changes to Education and Certification Regulatory guidelines in Australia, NZ, Canada and Chile are up to date. Key SelectionMinimum of three (3) years of customer service experience in an IT-BPO set-up.Must exhibit strong written and verbal English communication skills.Minimum of one (1) year experience in creating knowledge base articles and internal process documentation.Has the ability to analyze data and develop reports.With experience in handling customers based in Australia, New Zealand, Canada, and Chile is an advantageWith experience in stakeholder management is an advantageExperience in a Software as a Service (SaaS) environment is an advantage Measures of SuccessCustomer Satisfaction scores > 80% = 6-7Customer NPS exceeds 36An up to date knowledge base (demonstrated by no tickets indicating information is out of date)Positive feedback on the Apty experienceReduced churn for non-enterprise customersUp to date certification requirements / RTOs (demonstrated by no tickets indicating certifications are inaccurate / out-of-date) Development Objectives0-3 MonthsBuild internal relationships with MarComms, Acquisition, Account Management, Finance, Activation and Customer Support teamsDevelop an intimate understanding of the product and range of use cases. Understand branding guidelines and be across the processes / protocols for publishing material externallyBuild and implement appropriate internal knowledge base publication protocols 3-6 MonthsBuild and publish appropriate knowledge base articles externallyBuild appropriate governance protocols regarding the management of certification regulation processesProvide support to CSM in delivery of Customer training programs.Implement the style guide for external knowledge base articles and on-platform (guided learning) tools.Implement changes to on-platform guided learning tools based on customer usage data. 6 – 12 MonthsCoordinate customer training and outreach programs.Provide recommendations on ways to improve our external knowledge base and build programs of work to achieve this
\nInformation Security Accountabilities Management:
- Determine and allocate the resources required to maintain and continuously improve the ISMS
- Ensure information Security requirements are communicated and understood across all levels of the business
- Ensure business activities support the security of information
- Promote the continuous improvement of information security
- Ensure changes to the ISMS are effectively communicated to the business and stakeholders
Senior Leaders:
- Ensure direct reports receive instructions that adequately describe the responsibilities for information security related to their job role
- Ensure direct reports receive training to maintain appropriate information security skills and knowledge required for their job role
- Ensure direct reports demonstrate the information security skills and knowledge required for their job role
- Ensure induction and training focus on the most relevant information security aspects for each job role
Employees:
- Understand own contribution to the effectiveness of the ISMS
- Understand own responsibilities within the ISMS (e.g. Acceptable of Use Assets Policy, Information Security Policy)
- Understand the consequences of non-compliance with the requirements of the ISMS
- Understand information security guidelines related to own job role
