Customer Success Specialist

2 weeks ago

Sydney, New South Wales, Australia Castaway Forecasting Full time

**Customer Success Executive**

**Mission**

We're Castaway and we're on a mission to change the world by making software that helps SMEs design a better future. Castaway Forecasting is a specialist budgeting, 3-way forecasting and business planning software tool created to help SMEs and their business advisers make intelligent business decisions. We make it easy to produce flexible 3-way forecasts that show accurately the financial health of the business, in the past, the present and in the future. Our proprietary calculation approach means the numbers always work, with accounting integrity baked into every calculation.

Half of our users are SMEs across the world in diverse and interesting sectors. The other half of our users are top tier accounting and business advisors. In fact, 50% of Australia's Top 100 accounting firms use Castaway with their clients, and 50% of the UK's Top 75 Accounting firms do too.

One story we're proud of is that during COVID pandemic, 1 user of Castaway in a business consultancy client of ours in New Zealand helped 351 small businesses prepare for and navigate the most challenging business environment in living memory.

So why does this matter? Well, if we can help businesses perform better, we help them become more valuable with more reliable cashflow. This gives business owners the confidence to grow, to invest and to employ more people. Ultimately, stronger businesses, means stronger families, stronger communities and, in turn, stronger nations. This is how we make our own little dent in the universe.

**Diversity**

**Requirements**:
This role will work with the accountants that use Castaway. You'll advise them on best practice and product knowledge, so that they in turn can become super users of our product, imparting more value to their end clients. This role that is ideally suited to someone with accounting specific skills who is looking to transition into the world of software. Or perhaps you've already made that leap and are looking for your next role within the world of Customer Success or Account Management.

Your role will interact with small accounting practices, right up to some of the largest in the world, so you will need to know accounting terminology and the challenges they face. You'll then run workshops and training sessions, as well as creating content for our knowledge base so that we can continually improve our offering.

Whilst we're looking for full time, we will also consider part time from 20-30 hours per week.
- Accounting sector experience or knowledge
- Ideally some experience in a customer facing role with a B2B software product
- Customer Service or Customer Success experience
- Collaborative and empathetic
- Comfortable creating content for learning and support material
- Process driven, but always on the lookout to improve things
- Great communication skills; verbal, written, presenting

**Benefits**
- Attractive salary and rewards package
- Flexible hybrid working arrangements
- Career development plans into Sole Contributor or Leadership paths
- Personal Development Plan with funds to support ongoing learning

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