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Customer Success Specialist - Enterprise

MYOB - Richmond, VIC

Source: uWorkin


Full Job Description
Who are we
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 Enterprise 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, Services, Support, Product, and Marketing, ensuring the needs of our customers are understood and reflected across the business.

The opportunity
As Customer Success Specialists we coach MYOB’s customers to maximise the value they get from MYOB solutions - to ultimately retain and grow engagement across the MYOB Platform. We do this by gaining deep insights into our portfolio of customers and getting to the heart of their needs, issues and opportunities.

Your day to day:
  • Understand your customers’ enterprise environment and MYOB activity and advise on solutions that align to their needs and strategic goals, driving deeper product engagement, usage and overall happiness.
  • Proactively spot issues that could affect customer happiness or retention and work with customers and cross-functionally to remove roadblocks.
  • Embrace ‘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.
  • Partner with sales to develop strong understanding of customer goals, current and future needs and other insights that surface further revenue opportunities.
  • Develop an understanding of typical business challenges faced by customers and common objectives to build scalable solutions that drive product engagement and business value for our customers.
  • Support a team environment through knowledge sharing, maintaining a winning attitude and embracing continuous improvement.
What we are looking for:
  • Experience with MYOB, broader accounting solutions and/or the application of business management software.
  • A people person! Able to quickly build trust and rapport and develop positive relationships both internally and externally.
  • Ability to empathise with customers and position yourself as a trusted advisor and inspire change.
  • Strong communication and presentation skills, able to successfully communicate complex information to a varied audience.
  • Proven ability to strategically prioritise and manage competing projects to maximise overall impact.
  • Highly collaborative way of working, making good use of feedback loops and rallying all relevant parts of the organisation around driving customer success.
  • Ability to learn quickly and proactively initiate action to fill any knowledge gaps in a dynamic environment.
  • Experience in customer success, retention and/or frontline (sales, support etc.) environment in the technology industry (desired)
What else do you need to know?
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.