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Customer Success Specialist - Practice

MYOB - Richmond, VIC

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!

The role:
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 bridge between Customer Success, Sales, Customer Services, Support, Product, and Marketing, ensuring the needs of our customers are understood and reflected across the business.

Your day to day:
  • Understand your customers’ practice environment and MYOB activity and advise on solutions that align to their business needs and strategic goals, driving deeper product engagement, usage and overall satisfaction.
  • Build your customer’s understanding of the ROI opportunities of their current MYOB investment as well as online migration opportunities.
  • Proactively spot issues that could affect customer satisfaction or retention and work with customers and cross-functionally to remove roadblocks.
  • Accept ‘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.
  • Stay on top of all new product enhancements to add maximum value to the customer’s investment.
What we are looking for:
  • Strong experience with MYOB, broader accounting solutions and/or the application of business management software.
  • Ability to empathise with customers and position yourself as a trusted advisor and inspire change.
  • Validated efficiency at leading and facilitating executive meetings and workshops.
  • Ability to strategically prioritise and handle challenging projects to maximise overall impact.
  • Experience in customer success, retention and/or frontline (sales, support etc.) environment in the technology industry
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.