Customer Success Consultant

2 days ago

Sydney, New South Wales, Australia Castaway Forecasting Full time $90,000 - $120,000 per year

As a Customer Success Consultant at Castaway, you are the heart of our customer lifecycle.

You will guide new customers through Castaway by onboarding well, driving product adoption, nurturing long-term relationships and maximising customer value and user satisfaction.

This is a proactive role focused on building trust, driving feature engagement, and protecting the customer's experience of value. You'll be the go-to resource for customers from day one, ensuring they have an excellent experience with Castaway.

Responsibilities
:

Examples of your day-to-day responsibilities include:

  • Manage customer care
    – take responsibility for incoming support queries, determining the issue, creating a solution, and ensuring prompt resolution
  • Develop strong customer relationships
    – build and promote customer loyalty through exceptional service and communication
  • Deliver customer success
    – advocate for and empower customers toward best-practice use of Castaway and efficient workflow
  • Become a product expert
    – understand budgeting, forecasting, business planning cycles, the specifics of different industries and develop superior knowledge of the power of Castaway
  • Collaborate
    – communicate customer needs and expectations to internal teams and contribute your ideas to our continuous improvement program.
  • Share knowledge
    – deliver well-structured and easy to understand customer training, documentation and webinars (in time)

Requirements:

  • Demonstrated relationship-building and communication skills
  • Strong understanding of accounting principles with an appreciation of how accounting firms operate and the value they bring to their own clients. You will need to be conversant with accounting and advisory industry language
  • Excellent logical problem-solving approach
  • Strong understanding of data analysis, identifying trends and reporting findings
  • 2+ years' experience as a Customer Success Specialist or in a similar role
  • Tech-proficient with SaaS software, ticketing systems (eg: Zendesk), CRMs (eg: HubSpot) and Microsoft Office

This role will suit…

  • An accountant in practice keen to make a move into tech
  • An accountant in industry keen to make a move into tech
  • A Customer Success Consultant in SaaS, wanting an industry-focus change

Why choose Castaway?

Castaway is an Australian company with customers in all parts of the world. Our software plays a crucial role in the performance cycles of Small and Medium Enterprises (SMEs). 8 out of the 10 of the world's largest accounting firms and thousands of interesting and growing SMEs use Castaway. Castaway allows our customers to do more of what they love, through work that matters and is profitable and rewarding.

We will train you to become a world-leading expert on 3-way forecasting, business modelling, business performance improvement ... and Castaway of course. With that knowledge, you'll help us to make a genuine difference to our customers and beyond.

This may be THE BEST role in Australia for making your first step from accounting to tech. Your accounting skills are instantly useful, applicable and we'll help you'll build a wide range of new highly valuable skills.

Our office is based in Sydney CBD (Barangaroo) and this role is in-office. We are an equal opportunity workplace and this role reports to the Chief Operations Officer.

IMPORTANT: If you meet the criteria and other requirements, and you take the time to prepare a cover letter sharing why you think you are suitable for this role, you WILL be granted an interview.

We are unable to offer sponsorship for this role.

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