Specialist, Customer Success Management

At Cotality, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

**Who are we?**

Cotality is the leading provider of property data and analytics in Australia and New Zealand. We’re fiercely independent, and we’re considered the best in the business. Every day, our data scientists and researchers collect data from over 4.5 billion points across the Cotality universe. We then rinse and finesse this data to transform it into powerful property market insights that drive the best property decisions.

**Our purpose**

At Cotality, we help people build better lives by providing rich property insights that inform the very best property decisions. We know that behind all the numbers, algorithms, and sophisticated data technology there are people, families, and communities. There are hopes, dreams, ambitions, journeys, expectations, fears, crossed fingers and vulnerability. It’s those things that matter. And it’s those things that we want to connect with, enable and tackle.

**Values**

Our values are the backbone of our organisation.
They represent what we believe
in and they guide the way we behave.
- Be yourself
- Lift people up
- Make an impact
- Clients first
- Innovate Always
- Set the pace

We’re an agile, empowered and pragmatic workforce, driven to forge meaningful, mutually beneficial relationships with our diverse range of customers.

**Who are you?**

You live and breathe customer service. You’re passionate about helping our customers uncover the value in our products and services and use them to their full capabilities - if our customers need some help to navigate a feature or they request a status update you are patient and energised about expertly guiding them through this.

**What is the role?**

Our business is only as strong as the service we provide to our customers. That’s where you come in. Your work lays the foundation for all of the customer promises we have made when they selected to do business with Cotality, ensuring we deliver world-class, scalable customer experiences for our market-leading products.

This role is critical to the success of Cotality. You’ll be responsible for driving customer outcomes across the business, by ensuring our customers get value from our products and services, they receive help when they need it and you always offer more than what they are asking - this could be promoting our free training, helping our suppliers to deliver on time to our customers or understanding the incredible breadth of our data. Working closely with our leadership team, you’ll also have a hand in boosting advocacy and increasing customer satisfaction across all our channels.

**What is the role?**

The role includes:

- Building trust with our customers through pro-active outbound support, onboarding and training touchpoints, ensuring our solutions are providing the best value for our clients.
- Assisting in the provisioning, delivery and management of our solutions, providing a seamless experience for our customers, internal staff and suppliers
- Removing roadblocks for our customers and suppliers, making it really easy to do business with us
- Perform workflow system and administrative updates
- Shaping the service culture across the business by supporting the removal of customer points of friction and promoting self-serve data capabilities
- Clearly and accurately capturing customer information and detailing various touch points in the customer journey
- Providing solutions for our customers at the end of their lifecycle to retain or promote future opportunities.

**Are you the right fit?**

Proven experience in:

- creating great customer relationships and building rapport - we don’t focus on handle time here, just customer satisfaction.
- producing simple, easy to understand help for our customers to use our products effectively
- you can help a customer get the outcome they are looking for, without arduously explaining internal processes - make it effortless
- you can help a customer get the outcome they are looking for, without ardu