Customer Solutions Specialist

At Visory, we're all about empowering businesses to unlock their full potential.

Launched in early 2020, we are a fast growing start up, and we have built Australia and New Zealand's first digital bookkeeping solution that supports small to medium sized businesses.

We supercharge their financial back-office by connecting them to a marketplace of certified Bookkeeping and Payroll Experts, backed by our powerful digital platform of best practice workflows.

The result; clean books, oversight of key financial indicators and freedom from their back-office so they can get back to big picture growth.

How you'll make an impact...****

You are an experienced account manager or customer success professional with strong communication and relationship management skills. You thrive in a structured environment where process adherence, proactive engagement, and clear communication are key to success.

You enjoy supporting business owners, understand the complexities of franchise or small-business operations, and bring a commercial mindset to every interaction. You're comfortable juggling multiple accounts, spotting opportunities for improvement, and ensuring every franchise partner feels supported and valued.

*What You'll Be Doing...*

Relationship & Account Management

• Act as the main point of contact for franchise partners, providing ongoing operational and account support.

• Build trusted relationships through proactive communication and regular engagement.

• Ensure franchisees adhere to established processes and service standards.

• Manage escalations and resolve issues efficiently to maintain franchise satisfaction.

• Coach franchisees to the standards agreed to with Head Office across bookkeeping, COA and payroll

Operational Delivery

• Oversee consistent execution of Visory workflows across all franchise accounts.

• Collaborate with internal teams (Customer Solutions, Onboarding, Product, Finance) to address franchisee needs.

• Maintain accurate, up-to-date account documentation within CRM systems.

• Support reporting and analysis of franchise performance metrics.

Customer Advocacy & Continuous Improvement

• Represent the voice of the franchise network within Visory, identifying trends, risks, and opportunities.

• Share insights to enhance processes, tools, and service models.

• Support the rollout of process improvements and system updates to the franchise group.

Commercial Support

• Monitor service delivery scope and ensure franchisees are receiving and paying for the correct service levels.

• Identify opportunities to add value through improved processes or service enhancements.

• Support renewal discussions and retention efforts.

*We're looking for someone who has...*

• 2–4 years' experience in account management, customer success, or franchise operations, ideally supported by CRM proficiency and exposure to structured service environments.
• Exceptional communication and relationship-building skills, with a proven ability to manage clients or franchisees effectively.
• Strong organisational and process-oriented mindset, balancing multiple priorities while maintaining high attention to detail.
• A commercial and analytical approach — understanding how operational decisions impact financial and business outcomes.
• The ability to collaborate across teams, solve problems proactively, and deliver consistent, high-quality customer experiences.

What you'll love about working at Visory...

• Shape the Future of Finance Operations:
  Play a key role in designing the workflows, tools, and standards that power a category-defining back-office platform for SMEs.
• Work at the Cutting Edge of Finance, Product & AI:
  Collaborate with product, engineering, and data experts to embed automation, streamline processes, and enhance service quality.
• Thrive in a Flexible, High-Growth Environment:
  Join a fast-moving, cross-functional team that values experimentation, continuous improvement, and genuine work-life flexibility across Australia and New Zealand.
• Make a Scaled Impact:
  Leverage your finance and bookkeeping expertise to influence how work is delivered across our entire marketplace—creating better outcomes for hundreds of businesses.