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Customer Retention Specialist - Enterprise

MYOB - Richmond, VIC

Customer Service & Call Centre
Source: uWorkin


Full Job Description
MYOB is a business platform. Our purpose is to help more businesses in Australia and New Zealand start, survive and succeed. We're continually growing, inventing and disrupting conventions. To make all this happen, we are dedicated in creating an outstanding flexible employee experience for all team members and offer a culture where you can be yourself. We don’t want you to simply ‘fit’ into our already established culture, we want you to come and add to it, and make it even better!

You’ll be part of our Customer Success team where you get to represent the voice of the customer within MYOB and be a highly collaborative conduit between Customer Success, Sales, Customer Services, Support, Product, and Marketing, ensuring the needs of our customers are understood and reflected across the business.

The opportunity
As a Customer Retention Specialist you will be responsible for identifying and coaching at-risk customers to reengage with MYOB solutions with the ultimate aim of retaining and growing engagement across our client base. This will involve handling and overcoming objections, resolving issues and finding opportunities to increase value to customers.

The role:
  • Proactively spotting issues that could affect customer retention and work with customers to remove roadblocks, maximise value of the solutions they have adopted, and drive engagement.
  • Embracing ‘at risk’ customers and deliver turn around strategies that focus on working through objections, seeing value in their current investment and helping resolve customer problems.
  • Building our customers’ understanding of the ROI opportunities of their current MYOB investment as well as online migration opportunities.
  • Tracking and measuring business impact, successes and challenges and report out to cross-functional stakeholders to ensure we are continually focusing on improving the customer experience.
  • Supporting a team environment by sharing best practices, maintaining a winning attitude and embracing continuous improvement.
Our team is passionate about customer success and we hope that you can be too!

What experience we'd like to see in you:
  • Strong customer service skills with a passion for assisting customers and finding solutions.
  • Ability to uncover and overcome objections and help customers see value in MYOB products.
  • Ability to empathise with customers and position yourself as a trusted advisor who can inspire change.
  • Ability to strategically prioritise and handle competing projects to maximise overall impact.
  • Experience in retention, customer success and/or front line (sales etc.) environment in the tech industry.
  • [Desirable] Experience with MYOB, broader accounting solutions and/or the application of business management software.
What else do you need to know?
Join our hardworking team and you will help drive innovation through technology, having fun along the way. The journey will be challenging and rewarding, with plenty of opportunities to develop your skills and capabilities.

If you want to work and collaborate where opinions are valued and your ideas can make a difference, you should work at MYOB.

We are an equal opportunity employer and value diversity at our company.

Richmond, VIC

Customer Service & Call Centre


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