Knowledge & Communications Specialist Hybrid Support Full time Hawthorn, Victoria, Australia Come shape the future of education with us. At Compass, we love working with schools and strive to deliver new innovations, functions, and process improvements as new technology becomes available. Our services are specifically designed to improve not only the school process but also community culture and student learning outcomes. Compass is a product that genuinely provides students, teachers, and parents with an improved educational experience. You can leave at the end of each day knowing you made a difference to a student's education or helped make a staff member’s day just that little bit better. Our school management ecosystem is now used in more than 5,000 schools across Australia and beyond. We’re joined by over 300+ members of the Compass team, delivering smart school management solutions around the world. About the Role & Team As a Knowledge & Communication Specialist, you’ll sit at the intersection of customer support and AI. Your mission is to create a seamless, self-serve experience for customers by ensuring our knowledge base content is clear, accurate, and optimised for both humans and AI. This role offers the opportunity to design and implement new approaches that reduce support friction, improve resolution rates, and proactively communicate value including helping market the Compass / School Bytes integrated solution to NSW high schools. You’ll work closely with Support, Onboarding & Training, and Marketing teams and have a direct impact on customer experience and operational efficiency. What you’ll do: Content & AI Enablement - Creating, updating, and structuring content within the Knowledge Management System (KMS) to provide agents with rapid, accurate answers, troubleshooting steps, and policies. - Create and structure content specifically for AI ingestion to improve automated resolution rates and reduce agent workload. - Tracking search logs, content usage, and staff feedback to identify knowledge gaps and update outdated content. - Distributing updates, process changes, and promotional information to staff via intranet, messaging tools, or KMS. - Monitor ticket trends and resolution outcomes, fine-tuning AI workflows and guidance to minimise avoidable tickets. - Identify opportunities to align or replicate effective workflows across Compass and School Bytes to improve efficiency and consistency. Marketing & Proactive Communications - Develop proactive in-product communications using Intercom tools (including banners, outbound messages, and tooltips). - Promote support materials, training sessions, and how-to resources to drive awareness and adoption. - Track engagement with communications and report on performance, identifying opportunities to increase reach and effectiveness. Cross-functional Collaboration - Partner closely with Support, Onboarding & Training, and Marketing teams to ensure content reflects product changes and customer needs. - Act as a key link between customer insights and internal teams, helping translate trends into practical improvements. Requirements About You You’re a detail-driven communicator who enjoys turning complexity into clarity and is excited by the potential of AI in customer support. - Strong ability to write technical or instructional content. - An understanding of AI tools in support contexts, or a strong interest in optimising AI- driven solutions. - Analytical skills to interpret trends, data, and engagement metrics. - Experience using customer engagement platforms such as Intercom and SharePoint, or the ability to quickly learn similar tools. - High attention to detail and a commitment to accuracy. - A proactive, self-directed approach, with confidence suggesting improvements or new ideas. - Strong collaboration and communication skills. Benefits What’s in it for you? You’ll join a purpose-driven company at an exciting stage of growth, with the opportunity to shape how thousands of schools experience support and communication every day. What we offer: - A hybrid working environment. - Learning and development opportunities, including a dedicated professional development budget. - 24/7 access to our Employee Assistance Program (EAP), including face-to-face, phone, and live chat support. - A parental leave program for both primary and secondary carers. - A supportive, inclusive culture where your ideas and voice are genuinely valued. - The chance to grow alongside a fast-moving, ambitious organisation. - Compass is proud to be an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees. Prior to commencing employment, you’ll need: - A valid Employee Working With Children Check - A satisfactory National Police Check - Verification of unrestricted work rights in Australia (e.g. citizenship, passport, or birth certificate) Ready to make a difference? If you’re excited about improving customer experience through great content, smart AI, and proactive communication and want to help schools get more value from Compass, we’d love to hear from you. Apply now and help us create clearer, smarter, and more human support experiences for education communities.

Role Description As a Cloud Success Manager, you will play a critical role by being the “voice of the customer” as they adopt XaaS solutions. You will be involved in various activities to ensure your portfolio of clients are achieving their business outcomes by successfully adopting and expanding their use of cloud solutions. From monitoring and evaluating their usage, to spotting and remediating roadblocks, to recommending consulting services and managed services, you will work closely with your clients’ key stakeholders as well as Insight’s internal teams to drive our mutual success. - Provide post-sales strategic guidance and recommend additional initiatives to continue improving the client’s technology experience. - Develop and provide customized actionable recommendations to increase adoption and work closely with Insight resources to provide the specific help the client needs. - Be the “voice of the customer” by introducing client stakeholders to Insight’s team and conducting monthly or quarterly business reviews. - Help improve the Cloud Success Management Team processes and capabilities. Qualifications - Bachelor’s degree in business, or other relevant technical discipline from an accredited university. - 4+ Years of experience in customer facing positions (professional services, technical support, program manager, or similar role that focused on client success preferred). - 2+ years Technical experience with Public Cloud, Software as a service, Data Center or Network technology. - Experience with understanding and explaining cloud costs. - Must have AWS Cloud Practitioner Cert. Benefits - Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year. Company Description Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions.

Senior Customer Success Consultant Hybrid Customer Success & New Markets Full time Adelaide, South Australia, Australia Come shape the future of education with us. At Compass, we love working with schools and strive to deliver new innovations, functions, and process improvements as new technology becomes available. Our services are specifically designed to improve not only the school process but also community culture and student learning outcomes. Compass is a product that genuinely provides students, teachers, and parents with an improved educational experience. You can leave at the end of each day knowing you made a difference to a student's education or helped make a staff member’s day just that little bit better. Our school management ecosystem is now used in more than 5,000 schools across Australia and beyond. We’re joined by over 300+ members of the Compass team, delivering smart school management solutions around the world. About the Role & Team As a Customer Success Consultant, you will be working with a number of our priority clients to ensure their satisfaction and retention in the Compass product. You will work with the independent schools to provide exceptional service and support resulting in increased retention and ARR, as well as resulting in advocacy and promotion of the Compass product to future potential clients. Requirements What you’ll do: - Manage overall workflow for implementation, training, and account management of assigned signature schools. - Coordinate the implementation of new modules with customers. - Complete onsite/remote training sessions & account management visits. - Ensure the highest level of service for your portfolio of clients. - Ensure all schools in your portfolio are active promoters of the platform. - Build relationships with school leadership to ensure product rollout success. - Provide clear notes and feedback and escalate customer concerns appropriately. - Provide phone, email, and in-person support to customers when needed. - Escalate concerns appropriately to ensure maximum customer satisfaction. About You We are looking for people who have a passion for creativity and problem-solving. Our clients are constantly giving us new challenges to work through and resolve so excellent customer service skills are a must. We’re also looking for people who celebrate diversity and thrive in a collaborative environment. Essential: - A demonstrated service-orientated approach and are a motivated and enthusiastic self-starter. - The ability to thrive under pressure. - Strong verbal and written communication skills. - Strong attention to detail and ability to see tasks through to conclusion. - Ability to build positive professional relationships with clients and educational staff. Desirable: - Comprehensive knowledge and confidence utilising the Compass platform. - Education experience, whether that is in a Primary or Secondary school teaching setting or prior experience as a Customer Success Consultant. Benefits What’s in it for you? - We come together with our unique strengths to work towards a common purpose - shaping the future of education. When you join our team, you will collaborate with individuals who are passionate, driven, and open to embracing change in a fast-paced environment. - A flexible working culture. - Learning & Development opportunities - we want you to grow and get the most out of your role! - Parental Leave Program for both primary and secondary carers. - 24/7 access to our Employment Assistance Program (EAP) through the means of face-to-face, livechat and phone support. It is a really exciting time to join Compass. We are growing and need people who want to grow with us. We value individuals who are self-motivated, adaptable, and eager to contribute to the success of our company. Compass is proud to be an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees. Prior To Commencing Employment, You Require: - A valid Employee Working With Children Check - Verification of unrestricted work rights in Australia, e.g., citizenship, passport, or birth certificate - A successful National Police Check - A valid Drivers Licence

• Lead, coach, and develop a team of Customer Success Managers to drive high performance and strong customer outcomes • Establish clear expectations, KPIs, and accountability for onboarding, adoption, and customer success execution • Oversee and ensure consistent execution of onboarding and implementation across all accounts • Support CSMs in managing complex, high-priority, or at-risk customer relationships • Drive the development and execution of structured success plans across the customer lifecycle • Lead change management efforts across the Customer Success team, ensuring smooth adoption of new processes, systems, and ways of working • Manage and coordinate cross-functional projects that impact the customer experience, ensuring alignment across teams and timely execution • Partner with Sales to support renewals, expansions, and overall account growth strategies • Act as the voice of the customer across internal teams, advocating for solutions that improve the end-to-end customer experience • Influence and drive alignment across cross-functional stakeholders, gaining consensus on priorities and solutions without direct authority • Monitor usage, engagement, and satisfaction metrics to proactively identify risks and opportunities • Build new and refine scalable processes to improve efficiency, reduce manual work, and support growth • Collaborate with cross-functional teams to align on customer experience, workflows, and system improvements