Customer Success Specialist

6 months ago

Melbourne, Australia MYOB Full time

Hi And thanks for stopping by

We’re MYOB, a business management platform designed to unleash the potential of businesses across Australia and New Zealand As the #originalstartup, our roots are in finance and accounting software, but today we are so much more. We help our Aussie and Kiwi customers unleash their full potential, giving them the tools to Start, Survive and Succeed: all in the one place.

We’re always on the hunt for those who bring a different perspective, diversity of thought and the drive to make our culture even better. Take your career to a new dimension at MYOB.

**About the Team**

This is a team that needs no introduction because customers drive our world. Support, Success & Consulting Services represent the voice of our customers and are a highly collaborative conduit between Sales, Tech, Product, and Marketing, ensuring the needs of our SME & Enterprise customers are understood and reflected across the business.

**The Opportunity**

We are seeking a hardworking and customer-centric Customer Success Specialist to join our team. In this role, you will work closely with our customers, understand their business needs and goals, and guide them in utilising MYOB solutions to achieve success. You will collaborate with various internal teams and act as a conduit between customer success, sales, support, product, and marketing to ensure a seamless customer experience. Your primary focus will be to drive customer engagement, increase satisfaction, and contribute to customer retention and growth.

**About the Role**
- Understand customers' business environments and align solutions to their needs and strategic goals, driving deeper product engagement and overall satisfaction.
- Educate customers on the value opportunities of their current MYOB investment and explore opportunities for them to transition to Software-as-a-Service (SaaS) if they are using desktop products.
- Maintain high levels of customer engagement, build trust, and coach customers through change to achieve greater success and loyalty.
- Identify and engage "at-risk" customers, implementing strategies to improve the value of their adopted solutions.
- Proactively identify issues that may affect customer satisfaction or retention, collaborate with your team leader to remove roadblocks, and communicate key feedback to improve the customer experience.
- Meet or exceed retention goals, drive uptake of product features and services, improve customer health, increase customer engagement and satisfaction, and find opportunities for account growth.

**What You'll Bring**
- Experience with MYOB and/or broader accounting solutions.
- Proven ability to strategically prioritize and manage competing projects for maximum impact.
- Excellent communication and presentation skills, with the ability to convey complex information to a varied audience.
- Strong interpersonal skills, capable of building trust and developing relationships with internal and external stakeholders.
- Proactive, self-motivated, and highly organized, enabling effective prioritization and management of competing projects.
- Openness, flexibility, and adaptability to changes in work demands and situations.

Salary Range $66,000 - $88,000

**Our Culture & Benefits**

Our values have stood the test of time. If you want to work and collaborate where opinions are valued, and your ideas can make a difference, come to a place where Your Work Matters.

\uD83C\uDFA5 See what it's like to work at MYOB and what we're all about.

\uD83C\uDFAF Do your best work in a flexible work environment, right down to financial assistance to set up your home office it’s called Flexperience, and it’s designed by you and your team

\uD83C\uDFAF Our partnership with Smiling Mind helps support the wellbeing of our team members and customers

\uD83C\uDFAF Drive your own learning via conferences, in-house training, LinkedIn Learning, study assistance and a strong focus on leaders creating a learning environment

\uD83C\uDFAF A multitude of leave options including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, volunteer leave, study leave, plus more

\uD83C\uDFAF Communities built around ‘Wellness’, ‘Belonging’ and the ‘Planet’ where you can make a meaningful contribution

\uD83C\uDFAF Access to best-in-class discounts and vouchers from leading retailers, and a lot more.

We are proud to be a Circle Back Initiative Employer and we commit to responding to every applicant.

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