Customer Success Consultant

2 months ago

Sydney, Australia REA Group Full time

Customer Success Consultant

We're REA

REA Group

is not your average digital business. From humble beginnings in a garage in Melbourne’s east in 1995, we have grown into a leading global digital business, specialising in property.

With bold and ambitious goals, we are changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.

Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact.

Where the team fits in

When you join the Customer Group, you join a cross-functional group of folks representing product, tech, sales and marketing, supported by PR, communications, HR, finance, legal - all the people you need to create products our consumers love and customers value.

What the role is all about

The Success Consultants support a portfolio of accounts, with a tailored customer experience, to deliver and communicate the business outcomes from their REA subscription.

Capable of demonstrating value and ensuring a high level of partnership and performance - ultimately, making the customers more successful through doing business with REA. Success Consultants create advocates for REA from assigned accounts, by ensuring time to value and return on investment.

Success Consultants are the Customer voice into REA, providing timely feedback for consistent improvements on Products and Services, to strengthen REA partnership with the customers, drive product adoption and avoid revenue reductions or churn.

The responsibilities of the role include:

- Delivering REA’s long term Customer Success strategy to drive adoption, retention and advocacy.
- Being a specialist in REA SaaS products that require proactive, hands-on support; engaging with customers and supporting them to maximise the value they’re receiving from these products Working alongside key stakeholders in Product, Marketing and Sales to define business customer needs and success measures
- Understand the metrics that matter from the business and customer’s perspectives; solving problems to continuously improve outcomes delivered
- Delivering on customer adoption, usage, growth and retention targets Connecting to REA’s purpose and strategy, demonstrating the meaning and contribution of the role and deliver with a one REA mindset
- Understands the core principles and concepts of digital media & marketing
- Keeps abreast of the latest trends and opportunities across digital marketing, digital media and property advertising
- Thinking outside the box to solve problems.

Who we’re looking for
- Runs on the board: Strong experience in a Customer Success or Account management environment that is fast-paced and change intensive
- Commercially minded with a track record for improving adoption and retention
- A minimum of 5+ years experience working in technology or media
- A systems thinker: Proven success working across the organisational system to deliver optimal customer experiences and outcomes
- Strong stakeholder management skills and negotiation abilities
- Ability to sell and quickly deliver the foundational value proposition
- A role model of customer centricity with the ability to influence outcomes that improve the customer experience
- Comfortable with analytics to identify and predict customer risks and opportunities; able to translate insights into impactful actions
- Thrives in a multi-tasking environment, can adjust priorities on the fly

The REA experience

The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow. We’re committed to your development - both professionally and personally. Your experience with us is something we take seriously.

We offer:

- A hybrid and flexible approach to working - Flexible parental leave offering for primary and secondary carers
- Programs to support mental, emotional, financial and physical health & wellbeing
- Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity.
- Hack Days so you can bring your big ideas to life
- Performance recognition programs because hard work should never go unnoticed

Our commitment to Diversity, Equity, and Inclusion

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking - be it cultural and ethnic backgrounds, gender identity, disability, age, sexual orientation, or any other identity or lived experience. We know diverse teams are critical to maintaining our success and driving new business opport

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