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Customer Success Specialist

1 month ago

Christchurch, Canterbury, New Zealand Myob Group Limited Full time

Hi And thanks for stopping by

We're MYOB, a business management platform designed to unleash the potential of businesses across Australia and New Zealand As the #originalstartup, our roots are in finance and accounting software, but today we are so much more. We help our Aussie and Kiwi customers unleash their full potential, giving them the tools to Start, Survive and Succeed: all in the one place.

We're always on the hunt for those who bring a different perspective, diversity of thought and the drive to make our culture even better. Take your career to a new dimension at MYOB.

About the Team

This is a team that needs no introduction because customers drive our world. Support, Success & Consulting Services represent the voice of our customers and are a highly collaborative conduit between Sales, Tech, Product, and Marketing, ensuring the needs of our SME & Enterprise customers are understood and reflected across the business.

The Opportunity

As a Customer Success Specialist, you'll support high-risk customers, resolve problems, and maximise their MYOB experience. You'll also focus on winning back cancelled customers, addressing their concerns, and offering tailored solutions to retain them.

Success in this role is measured by the customers and subscriptions you save. You'll be the voice of the customer, working closely with teams across MYOB to drive improvements and enhance customer engagement.

What will keep you busy...
  • Proactively connect with at risk customers via phone, email, and SMS to understand their needs and offer solutions to win them back
  • Address objections using tailored retention strategies, including offers, technical support, or training, following the Success Playbook
  • Track and strive to meet individual and team retention targets daily, weekly, and monthly
  • Capture feedback from unsaved customers and share insights with your leader and any relevant stakeholders
  • Collaborate with billing, sales, and support teams to ensure smooth processes and the best customer outcomes
  • Stay updated on product enhancements and customer needs to drive engagement, retention, and future growth opportunities
What we'd love to see from you...
  • Experience in a customer-facing role within Customer Success, Sales, or Support (minimum one year)
  • Strong objection handling and problem-solving skills, with the ability to resolve customer issues independently
  • Proven experience providing technical and/or application support, ideally with MYOB products
  • Excellent analytical and troubleshooting skills to identify and resolve customer challenges
  • Strong communication and interpersonal skills, with the ability to build trust and handle customer concerns with empathy
  • A collaborative approach, working effectively with internal teams and proactively suggesting improvements to enhance customer experience

Our Culture & Benefits

Our values have stood the test of time. If you want to work and collaborate where opinions are valued, and your ideas can make a difference, come to a place where Your Work Matters.

Do your best work in a flexible work environment, right down to financial assistance to set up your home office…it's called Flexperience, and it's designed by you and your team

Our partnership with Smiling Mind helps support the wellbeing of our team members and customers.

Drive your own learning via conferences, in-house training, LinkedIn Learning, study assistance and a strong focus on leaders creating a learning environment.

A multitude of leave options including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, volunteer leave, study leave, plus more

Communities built around 'Wellness', 'Belonging' and the 'Planet' where you can make a meaningful contribution.

Access to best-in-class discounts and vouchers from leading retailers, and a lot more.

We are proud to be a Circle Back Initiative Employer and we commit to responding to every applicant.

MYOB are an equal opportunity employer and we champion diversity. Don't meet every single requirement of this role? Still apply Research tells us that women and underrepresented groups are less likely to apply unless they meet every single requirement. At MYOB we believe that the right hire is someone who makes an addition to our culture, rather than someone who fits in and conforms to our status quo. Moving to 'Culture Add' means adding team members who not only value MYOB's standards and workplace culture, but also bring an aspect of diversity that positively contributes to MYOB. So, if you're excited about this role, or about MYOB, we'd still love to hear from you

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