Success Lead

5 hours ago

Sydney, Australia MadeComfy Full time

**Role Overview**:
Lead our Property Owner and MadeComfy Pro Success teams, nurturing a high performance culture with a focus on customer satisfaction and retention.

Provide multifaceted support and coordination to ensure operational efficiency and readiness across our MCP portfolio. Cross-functional support, starting at the prospecting stage and continuing throughout the whole client engagement lifecycle. Facilitating and coordinating onboarding related tasks whilst providing an exceptional customer experience, closely collaborating with multiple stakeholders within the business.

**Role Responsibilities**:

- Lead the MadeComfy Pro Success Team, responsible for the relationship and growth of our Real Estate Agency Partners (MadeComfy Pro Partners).
- Lead the Property Owner Success Team, responsible for the relationship with our property owners ensuring delivery of best-in-class support, proactively driving performance and retention discussions and providing feedback on sources of friction.
- Own and continuously improve CX strategies, plans and procedures driving operational excellence, high customer satisfaction and sales opportunities.
- Recruitment of new team members in collaboration with HR.
- Maintain a culture dedicated to great customer experiences and service excellence delivered through a well-trained team of Success Managers.
- Provide leadership and direction to MadeComfy Pro and Property Owner Success departments, manage and have full oversight of the team's customer service technologies including call systems, chat and chatbot systems and real-time customer feedback platforms.
- Leadership and direction also applies to the Digital Assets Coordinator who is led by the Customer Experience and Licensee Onboarding Manager.
- Collaborating with internal teams on business processes.

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