Customer Success Specialist

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.

We're looking for a confident, proactive communicator with a passion for customer success. As our Customer Success Specialist, you'll guide new customers through their onboarding journey and build long-term relationships to ensure they get ongoing value from our solutions. Your focus will be on outbound client engagement, helping users get the most from our tools, and identifying opportunities for upsell and retention.

What You Will Be Doing:

- **Onboarding & Training**- Connect with new customers post-signup to provide onboarding support and platform training.
- **Retention Calls**- Proactively check in every 6 months to review usage, address challenges, and prevent churn.
- **Outbound Engagement**- Make 15-30 outbound calls daily to educate, support, and engage customers.
- **Upsell & Cross-Sell**- Spot opportunities to introduce additional features or products through meaningful conversations and live demos.
- **Territory Management**- Manage a shared regional portfolio of Bronze-tier accounts and build strong client relationships.
- **Customer Insights**- Work with the Product team to share feedback and help shape a better user experience.

**Job Qualifications**:
**Essential**:

- 2+ years' Experience in customer engagement, call centre, sales, or hospitality environments.
- A growth mindset and a willingness to pick up the phone confidently.
- Strong communication skills, especially when handling challenging conversations.
- A knack for problem-solving and uncovering customer needs.

**Preferred**:

- Real estate or construction industry experience is a bonus—but not essential.

**Why Join Cotality?**

Cotality has a culture of collaboration
- we champion ownership, initiative and leadership To support your whole self, our benefits are built to help you thrive at work and in life.
- In addition to modern offices across Australia and New Zealand, our hybrid working model provides you with the opportunity for flexible working conditions that work best for you and the business;
- 10 half days of Wellbeing leave each year to help you recharge and access to our Employee Assistance Program;
- $600 annual wellbeing allowance for gym memberships, wellness apps, ergonomic gear and more;
- Generous Parental leave offering, $500 in Baby Bucks and our peer recognition turned into rewards program - Bravo
- Free subscription to the Calm app as well as other mindfulness tools, online health and nutrition courses;
- Complimentary access to Australia's most comprehensive property research platforms including RP Data and exclusive employee-only market updates and access to the industry's best property experts;
- Two community and volunteer leave days each year to support meaningful causes and our charity partners.

**Cotality's Diversity Commitment**:
Cotality is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone's unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.

**Equal Opportunity Employer Statement**:
Cotality is proud to be an Equal Opportunity Employer, committed to fostering a diverse, inclusive, and respectful workplace across Australia and New Zealand. We recruit, hire, train, and promote individuals based on merit, qualifications, and business needs, without regard to race, ethnicity, colour, national origin, citizenship, religion, sex, sexual orientation, gender identity, age, marital or family status, disability, or any other characteristic protected by applicable laws. We are committed to providing equal employment opportunities and maintaining a drug-free workplace free from discrimination, harassment, and bullying.

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