About us

The Violet Initiative is a social enterprise that positively impacts the last stage of life so that more Australians are better prepared to die well.

Many Australians are not having the end of life experience they want or deserve. Half of the 100,000 predictable deaths each year have regretful outcomes - when things don’t go as planned, or there is no plan. Regret is a very personal emotion, but it carries widespread costs for families, businesses, the health system and society.

These costs add up to $1billion posing a challenge that only increases with our ageing population.

Violet guides people through the last stages of a loved one’s life. By helping people be better prepared for what tomorrow may bring, they can become more resilient to the vulnerabilities of this stage of life. We deliver targeted and complementary non-clinical support for the caregivers of people in the last stage of their life, supporting acceptance, planning and communication.

Customer Success Coordinator

The Violet Initiative has a growing Customer & Partner base that generates revenue and referrals required for the organisation’s ongoing sustainability and impact. These Customers & Partners access training through The Violet Academy, building their skills and capability to have effective end-of-life conversations, and providing a referral route to Violet’s support.

The Customer Success team is responsible for representing the voice of Violet’s Customers & Partners and delivering a customer experience that exceeds customer expectations.

The Customer Success Coordinator will:

• Provide administration, training and project coordination support to Violet’s Customers & Partners

• Provide administration, training and project coordination support to Violet’s internal team

• Supporting key customer relationship management with the support & guidance of Violet’s Customer Success Manager

• Play a critical role in managing Violet’s internal systems and processes, including scheduling and coordinating of training & governance meetings, weekly & quarterly coordination of communications, data and reporting.

• Represent Violet in external training sessions to provide practical information regarding Violet’s referral pathways and Support Programs, with the support of an expert facilitator.

This role provides a great opportunity to apply your customer service, technical and administration skills and all-round willingness to ‘roll up your sleeves’ and become a key part of a fast-paced, dynamic start-up environment with a highly skilled team. Significant growth and development opportunities are available for the right candidate as the organisation grows.

About you

Violet is a small organisation, with a start-up ethos. We are looking for candidates who are:

• Passionate about social impact;

• Highly organised and comfortable working to tight deadlines;

• Hungry for a role within a collaborative and highly skilled team, in an organisation on the path to scale;

• Highly effective in balancing effective project coordination with excellent stakeholder management, ensuring that customers have a positive experience with Violet.

• Able to tolerate working with uncertainty, ambiguity and rapid change as is common in a start-up environment.

Experience and education

Violet’s ideal candidate will have:

• Strong administrative experience, preferably in a learning and development/training environment;

• High digital literacy, including experience working with database software, survey tools and reporting dashboards;

• The experience and ability to confidently represent Violet in external training sessions, with limited supervision;

• Ability to work autonomously when required;

• Ability to surprise and delight customers with a great work ethos & strong working relationships;

• Customer Service and Relationship Management Experience;

• Positive, ‘can do’ attitude;

• Very strong written and verbal communication skills.

Additional, desirable features include:

• Experience in relevant corporate, social and community services, healthcare or training environments;

• Experience in start-up environments;

• Exposure to Hubspot or other similar CRM’s and/or Trello;

• Administrative or business qualifications.

Behavioural profile

Violet works in a highly sensitive subject area, so it’s vital that candidates demonstrate:

• High EQ;

• Proactive and friendly attitude;

• A “doer”;

• Collaborative and innovative approach.

Position duties

The Customer Success Coordinator will:

• Maintain and develop a positive, customer service focused relationship with all Violet partners and relevant stakeholders;

• Be the main point of contact for all training related queries;

• Flawlessly schedule & coordinate training programs and the online delivery of some training content;

• Update and maintain all Violet training materials including paper based/ digital;

• Manage and report on all training activity in Hubspot from registrations, email marketing, attendance lists, surveys, automated comms etc;

• Liaise with external consultants/ facilitators to manage dates/ times/ statements of work and invoices;

• Work closely with the broader Violet team to ensure project milestones are achieved; and

• Be willing to step in, and step up - to take on ad hoc duties when required.

Benefits

Work in a small team committed to positively impacting the last stage of life

Work in a remote-first mode, 80% WFH, 20% office.

Lots of variety and opportunities to work on a diverse range of projects with a great range of committed customers & partners - some of whom are Australia’s largest businesses and employees.

Remuneration commensurate to skills and experience.