Business Performance Partner, Chartered Accountant Business Performance · Melbourne ·

About VisoryVisory empowers SMEs by connecting them with experts to supercharge their back office.
It's where a powerful platform, a dedicated team of experts, and actionable business insights come together in one place to transform how businesses manage their financial performance.Voted one of LinkedIn's top startups, Visory uses a blend of people and technology to provide a digital-first finance solution that allows business owners to focus on big-picture business growth.We are building the 'Uber for Bookkeeping'—a cutting-edge platform that blends human expertise with automation.
Our deep investment in AI and workflow automation, including our proprietary AI agent Delphi, empowers our Marketplace of Experts to seamlessly deliver financial services at scale.Since launching in early 2020, we have been a fast-growing startup company committed to reshaping how SMEs manage their financial operations.Primary Purpose of the RoleThe Business Performance Partner is the key and consistent point of contact for their assigned customer group, ensuring their financial back-office runs smoothly while unlocking long-term value from Visory's services.
The Business Performance Partner is accountable for guiding customers through onboarding, managing ongoing service delivery, resolving major issues, and proactively engaging clients with insights and advice to improve retention and renewal outcomes.Supported by a Customer Solutions team, Marketplace Experts, and Quality Review and Automation tooling, this role ensures customers experience our service promise through their daily interactions with Visory.The Business Performance Partner serves as a strategic adviser, helping customers maximise their use of Visory's platform and expert services while identifying opportunities for growth and operational improvement.
This role also plays a crucial part in bridging customer needs with internal teams, ensuring that feedback informs service enhancements and automation improvements.About YouYou want to work at a company looking to disrupt an industry that is set in its ways.
You want to move quickly, challenge yourself, and grow.
You are a CA-qualified accountant looking for your next challenge.
You thrive in client-facing roles and prefer engaging with customers to help drive their business improvement rather than being buried in a back-office role.
You have experience in client relationship management and are eager to deepen your expertise in this area.Your technical accounting background enables you to effectively deliver Visory's 'Insights' product, leveraging financial data to guide businesses on operational improvements.
You excel in problem-solving, are highly collaborative, and can translate financial insights into actionable strategies that help SMEs thrive.You are passionate about customer success, strategic financial advisory, and leveraging technology-driven solutions to create efficiencies for businesses.Objectives and Key MetricsHigh customer satisfaction & retention (CSAT – %)Improved customer lifetime value (NRR – %)Adoption of Visory's platform & services (Adoption Rate – %)Successful onboarding experiences (Time-to-Value – Days)Proactive account management for renewals (Renewal Rate – %)Delivery of Insights product to the Visory customer base (% of customers with Insights product active)Key Workflow ResponsibilitiesCustomer Relationship & Account HealthServe as the primary relationship owner for a portfolio of Visory customers.Proactively engage with customers to ensure high satisfaction, strong retention, and revenue growth.Identify opportunities for service expansion and upsell opportunities within the customer's financial back-office needs.Serve as a customer advocate, providing insights and feedback to internal teams to enhance services and automation capabilities.Onboarding & Change ManagementOversee customer onboarding, ensuring a smooth transition to Visory's services.Guide customers through training, communications, and change management, setting them up for long-term success.Ensure all customer documentation and records are accurately maintained.Service Quality & Issue ResolutionBe accountable for overall account health, ensuring that service quality standards are met.Act as an escalation point for major customer issues, coordinating with Quality Reviewers and Marketplace Experts to resolve challenges.Escalate overdue workflows and work with internal teams to escalate and remediate bottlenecks.Deliver Insights ProductLead a structured and regular meeting cadence with customers to provide insights and advice that supports the customers to achieve their business goals and objectives.Utilise financial data to help customers improve operations and drive business performance.Ensure strong adoption and engagement with the Visory Insights product, helping customers extract value from financial insights.Work closely with customers to interpret financial trends and offer strategic recommendations.Build trusted relationships and help customers solve business problems they didn't know they had.Process Improvement & Automation FeedbackPartner with Certified Experts and Quality Reviewers to identify workflow inefficiencies and improve service delivery.Provide structured feedback to the Product Team to enhance workflow automation and AI-powered quality checks.Champion adoption of Visory's platform, ensuring customers maximize their use of technology-driven automation.Core CompetenciesCustomer-Centric: Strong ability to build trusted relationships and advocate for customer needs.Strategic Thinking: Ability to see the bigger picture and advise customers on financial back-office efficiencies.Collaboration & Influence: Works cross-functionally with internal teams to drive positive customer outcomes.Problem-Solving & Initiative: Proactively identifies issues and takes ownership of solutions.Process-Oriented: Comfortable working within structured workflows and guiding process improvements.Strong Communication: Excellent written and verbal communication skills, able to convey complex ideas clearly.Skills & QualificationsAccounting degree and CA qualification required.Experience in customer-facing roles, such as Business Advisory, Client Accounting, Virtual CFO, or Public Practice Accounting.Strong understanding of financial operations, bookkeeping, or back-office finance workflows.Amazing communicator who can get cut through with business owners by making complex financial concept approachable.Ability to analyse data and translate insights into action plans for customers.Proficiency in digital tooling and workflow platforms, including market software and the ability to use and improve the core Visory platform, as well as CRM tools (e.g., HubSpot, Salesforce).
Change management experience, particularly in helping SMEs transition to new service models.Bonus: You have worked in a startup or run your own business.
This is desired, but not absolutely required.
In essence, we are looking for is individuals who have energy, hunger, humility and intelligence.Why Join Visory?
Be part of a high-growth, tech-enabled financial services company reshaping how SMEs manage their back-office.
We embrace a hybrid working culture, with a blend of in-office collaboration and remote work flexibility to support productivity and work-life balance.Turbo charge your career by working in a customer-focused, strategic role with a direct impact on business growth and retention.Collaborate with a team of experts in finance, product & automation, and customer success.Career progression opportunities as Visory scales and expands into new markets.Next StepsIf you're passionate about helping SMEs unlock the full potential of their financial back-office and want to be at the heart of a growing business, apply today
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