Senior Portfolio Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomerSuccess Full time $90,000 - $120,000
Job Overview

We are seeking an experienced professional to fill the role of Customer Success Manager. As a key member of our team, you will be responsible for ensuring customer satisfaction and driving engagement across our property investment services.

Key Responsibilities:
  • Onboarding & Training: Develop and deliver tailored welcome sessions for new customers, guiding them through our advisory process.
  • Account Management: Serve as the primary point of contact, conducting regular check-ins to monitor progress, answer questions, and resolve issues swiftly.
  • Engagement & Adoption: Create and deliver member-exclusive resources (webinars, guides, market updates) that maximize customer understanding and utilization of our advisory tools.
  • Retention & Advocacy: Track customer health metrics, identify at-risk relationships early, and implement targeted strategies to maintain high retention rates.
  • Upsell & Referrals: Identify opportunities for additional services or portfolio enhancements; collaborate with internal teams to convert upsell and referral leads into revenue.
  • Cross-Functional Collaboration: Work closely with internal teams to escalate feedback, refine processes, and drive continuous improvement.
  • Reporting & Insights: Maintain accurate records, produce regular success reports (NPS, retention rates, referral volumes), and present insights to leadership.
Requirements:
  • Minimum 3 years in Customer Success, Account Management, or Client Services ideally in property investment, finance, or a high-value advisory environment.
  • Excellent interpersonal and communication skills, with a genuine passion for building long-term relationships.
  • Data-driven mindset: comfortable working with CRM platforms and translating metrics into action plans.
  • Proven problem-solver: able to proactively identify challenges and craft creative solutions.
  • Highly organized, with meticulous attention to detail and the ability to manage multiple high-value accounts simultaneously.
What We Offer:
  • A dedicated customer portfolio—focus on deepening relationships, not cold outreach.
  • A clear career pathway: high-performers can advance into leadership or specialist roles.
  • Hands-on mentorship from senior leadership and industry experts.
  • A collaborative, customer-focused culture with regular team events.
Performance Metrics:
  • Renewal & Upsell Revenue: Achieve quarterly targets and drive incremental revenue.
  • Onboarding Excellence: 100% of new customers onboarded within agreed SLAs.
  • Referral Generation: Secure a minimum of 5 qualified referrals per quarter.

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