Customer Success Specialist (Vic) (Talent Pool)

Our business is growing (fast), which means new roles are popping up regularly.
If you're interested in working with CreditorWatch one day, feel free to submit your application to our Talent Pool using this job ad and we can reach out down the track when a suitable role becomes available. Who are we? So you might ask, who's CreditorWatch?
Well, we are a leading Australian data and technology company that provides businesses with access to unique data and innovative products.
By using our platform, our customers can confidently manage their commercial relationships, improve productivity and reduce financial risk.
As a commercial credit reporting bureau, we offer a complete suite of credit reporting products and data insights covering the entire customer lifecycle, from customer onboarding and credit decision automation to credit risk management and automated collections.
We were established in 2010 and most recently were named as one of AFR's Top 10 Best Places to Work as well as certified by Great Place to Work consecutively across 2022 and 2023.
We saw significant growth in 2023 and that's not about to change.
We are getting ready for a massive 2024 and scaling at pace, making this the perfect time to join CreditorWatch.
Your Role & TeamSuper exciting times for us here at CreditorWatch as we continue to scale our awesome CX team - with that comes a newly created Customer Success team.
This role sits within our Customer Experience Group and is the driving force behind CreditorWatch, connecting our clients to the heart of our organisation.
This is a true Customer Success role where you'll be focusing on identifying, supporting and delivering engaging customer experiences across CreditorWatch's product suite.
It's a phone-based retention and acquisition role - including and not limited to onboarding new clients, identifying upsell and cross-sell opportunities for existing clients and providing adoption and product utilisation support.
Please note you will work closely with our Corporate and Key Account Clients.
To support you, some of your key stakeholders will include Customer Service, Data and Insights, Product Implementation and System owners to ensure that you have the tools you need to make an impact.
This role reports directly into our Customer Success Manager.
We provide a hybrid working model and our office is Melbourne CBD based.
Some of your responsibilities include: Proactive, hands-on phone-based account management support; engaging with clients to help them realise value in our products.Deliver on-client retention and adoption targets.Understand the metrics that matter from the business and clients perspectives; solving problems to continuously improve outcomes delivered.Ongoing development and implementation of strategies to improve individual & team performance issues.The capturing and qualifying of leads, both for your own pipeline and to pass on to other sales teams.Account set up and onboarding of new corporate and key account clients.Our ideal candidateTo be successful in this role, you'll ideally have a minimum of 1-2 years prior Customer Success experience within a Tech or SaaS business.
Are you commercially minded and have strong communication, objection handling and problem-solving skills?
If so, these will set you apart and you'll be well on your way to driving high levels of client satisfaction.
Those that thrive in this role will be able to take a holistic approach with our clients - finding gaps and opportunities in turn providing unique and creative solutions to drive high levels of retention whilst limiting churn.
Finally, you'll be tech-savvy and love utilising tools and systems to help you in your day to day.
Bonus points for Salesforce users.
More than just workKeep Active - All employees get a Fitness First Platinum gym membership.
Daily Fuel - Barista-made coffee, breakfast, snacks, lunches and drinks on us - we got you!
Wellness Days - Receive an additional day off each month.
Whether you're pursuing physical activities, cultivating your mental wellbeing or supporting your community... this is your time to switch off from work.
Monthly Massages - We offer monthly in-house massages to soothe those sore spots and tight knots.
Poor posture?
Stressful week?
We get it.
Bonus Shares - We offer our dedicated employees' performance-based bonuses.
Our employees are also permitted to gain access to our bespoke Employee Share Scheme, giving you the rare opportunity to invest in a growing technology company.
Fun Activities - We love escaping the workplace to do fun stuff.
Whether it's pasta-making, sailing classes, touch footy, winery tours, go-karting or relaxing on the company boat (yeah... we own a boat) - these monthly team building activities will keep you feeling valued and connected.
Legal Services - Our employees get access to free legal services - from conveyancing and property advice to legal assistance around wills, trusts, powers of attorney and more.
We make life easier for you, saving you time, money and unnecessary headaches.
Our ValuesThe 1%'ers add up - Our commitment to going that one step further sets us apart, as we believe that small efforts or improvements in any aspect of our work collectively lead to significant success.
We are dependable and trustworthy - Our clients are everything to us and we are passionate about maintaining and delivering reliable and trusted services to them.
We are committed to growth - Our success comes from our ability to grow and adapt; both collectively and individually.
We set the bar high to ensure we continue to innovate and exceed expectations.
We are dedicated to the development of our business and our people.
Our people make the difference - Just as we help small businesses think big, we help our employees achieve their aspirations.
We provide our people with challenges and opportunities, supporting them to live their best lives.
Recruitment Process - We like to keep it simple!Phone Screening - A deep dive into the company, role and experience required, including a thorough review of your match to the role - let's get to know each other and ensure the opportunity is a match.Hiring Manager Meeting - This is an opportunity to showcase why your background and skill set aligns to the role and ask questions - be as curious as you want!Functional Meeting - Let's get technical.
Here you'll be set up with a take-home case-challenge that is designed to look into the way you think and approach certain situations.Values Meeting - We'd love to hear why CreditorWatch and see how you'd fit into our world.We are committed to youWe offer a fantastic culture with open communication and rewards and recognition that include probation celebrations, all-staff birthday and service anniversary celebrations.
We are an equal opportunity employer and committed to excellence through diversity.
We do not discriminate on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We are a 2024 Circle Back Initiative Employer - we commit to respond to every applicant.
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