Customer Success Manager - Compliance

Job Description

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. About the Role As a Customer Success Manager, you'll be at the heart of ensuring our compliance customers achieve their goals and maximise the value of their investment. From onboarding and implementation to ongoing engagement, you'll play a critical role in supporting our customers throughout their journey. Your focus will be on seamless onboarding, driving product adoption, and fostering strong retention. Working collaboratively with both customers and internal teams, you'll align the entire customer experience with best practices, ensuring their success every step of the way. What you'll be focused on: Onboarding and Implementation Lead the onboarding process for new compliance customers, managing all aspects of implementation effectively. Coordinate with internal teams and customers to ensure smooth technical and functional setup, providing expert guidance. Act as the primary contact during onboarding, helping customers fully integrate and utilise the product in their workflows. Product Adoption and Guidance Drive product adoption post-onboarding, ensuring customers get the most out of key features and functionalities. Provide ongoing support and tailored guidance to help customers optimise their processes with the product. Customer Health Monitoring Monitor customer engagement using health monitoring tools to identify early signs of disengagement or churn risk. Proactively address challenges, offering solutions to improve satisfaction and retention. Training and Coaching Deliver personalised training sessions to enhance customer understanding and product utilisation during onboarding and beyond. Provide expert insights on cloud and legacy products, guiding customers in aligning their processes with best practices. Cross-Functional Collaboration Partner with Sales and Retention teams to ensure alignment on customer goals and seamless transitions between touchpoints. Act as a resource for troubleshooting, implementation guidance, and feedback to Product and Sales teams to improve overall customer experience. What you'll bring to the role: Experience Minimum 12 months’ experience with Silverfin. Experience in customer success, onboarding, or implementation roles, preferably within a SaaS environment. Strong understanding of both cloud and legacy products, with a focus on implementation and best practices for customer adoption. Proven ability to manage customer onboarding, drive product adoption, and ensure retention. Excellent communication, project management, and training skills, with the ability to guide customers through both onboarding and ongoing product usage. Proficiency in using customer success and health monitoring tools. Qualifications Relevant post-secondary qualification or substantial relevant work experience. Key Work Competencies Customer-Centric Focus : A strong commitment to understanding and delivering on customer needs, ensuring a smooth onboarding process and long-term success. Implementation Expertise : Skilled in managing complex onboarding processes, coordinating efforts, and ensuring a seamless transition to product usage. Proactive Engagement : Identifies opportunities to enhance customer success, driving product adoption and addressing potential issues before they arise. Effective Communication : Capable of delivering clear, concise, and tailored communication to customers and internal teams throughout the customer lifecycle. Training and Development : Delivers impactful training to customers during onboarding and beyond, ensuring full product utilisation. Collaboration and Coordination : Works closely with cross-functional teams to ensure a seamless customer experience, aligning efforts from onboarding to product adoption and support. Problem-Solving : Strong problem-solving skills, adept at guiding customers through challenges and offering practical solutions. Adaptability : Able to adjust strategies and approaches to meet diverse customer needs, ensuring success for both cloud and legacy product users. The salary range of this role will be between $110,000-$130,000 AUD plus superannuation and commission. 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 ‘CultureAdd’ 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! #J-18808-Ljbffr