Job Description: Who are we? Cotality is the leading provider of property data and analytics in Australia and New Zealand. We’re fiercely independent, and we’re considered the best in the business. Every day, our data scientists and researchers collect data from over 4.5 billion points across the Cotality universe. We then rinse and finesse this data to transform it into powerful property market insights that drive the best property decisions.

Our purpose At Cotality, we help people build better lives by providing rich property insights that inform the very best property decisions. We know that behind all the numbers, algorithms, and sophisticated data technology there are people, families, and communities. There are hopes, dreams, ambitions, journeys, expectations, fears, crossed fingers and vulnerability. It’s those things that matter. And it’s those things that we want to connect with, enable and tackle.

Who are you? You’re dedicated to providing exceptional customer experiences, committed to customer satisfaction, and thrive on solving challenges. You focus on understanding customer needs, delivering tailored solutions & advice, and collaborating with colleagues to create topnotch outcomes. You’re curious and committed to ensuring our customers get the best value from our offerings. In short, you’re a rock star in delivering outstanding customer experiences and a vital part in developing best in class partnerships with our real estate clients. ­­­ What is the role? We are looking for a Customer Success Professional to join our Customer Success team, redefining the meaning of partnership with Cotality for customer success. You’ll use your industry expertise to provide strategic coaching to our customers and support them to achieve success, identify improvements, remove obstacles, and foster great relationships.

What will you be doing?

• Maintaining and developing existing relationships, with a customer-first approach and the desire to create an exceptional customer experience to support long-term retention.
• Identifying opportunities for continual growth and ensuring customer satisfaction and success is ongoing.
• Consulting with stakeholders to ensure that our products and services are delivering value to customers
• Contacting disengaged customers to re-engage and improve value recognition, upsell and cross-sell products and services to increase average yield per customer.
• Ensuring processes and procedures are adhered to and identify areas for improvement.
• Working closely with our Activations Team to ensure a smooth transition from implementation to ongoing care and success.
• Continually looking for areas of improvement and development
• Advising & coaching our customers on ways to improve processes and yield the most value and success from Cotality products.

What does success look like? Key Performance Indicators are based on:

• Must successfully adhere to schedule, attendance and required deliverables/deadlines.
• Strong Customer Satisfaction results.
• Attention to detail, delivering accuracy in everything you do.
• Revenue contribution via retention and sales targets.
• Improve customer loyalty and retention through regular meaningful interactions.
• Identify process improvements, reduce wastage, automate where possible.
• Continuous improvement of processes and systems.
• Focus on improving customer experience.
• Demonstrates patience and empathy and have the ability to work collaboratively with others.

Job Qualifications: Are you the right fit? You need to have:

• Experience implementing SaaS-style products into businesses and driving change management.
• Experience or knowledge of the real estate domain, in particular, the systems, tools and best in class practices currently used within the real estate industry.
• Understanding of, and the capability to interpret customers real estate CRM data and overlay it with the customer’s key objectives.
• Key personal behaviours: self-starter, results-oriented, persuasive, multi-tasker, service-oriented and professional.
• Strong verbal, phone, written communication skills and attention to detail.
• Strong presentation skills via video and face-to-face interactions.
• The expertise to truly understand a client’s business problem and get to the heart of a customer’s needs.
• Ability to prioritise and delegate tasks.
• Relevant experience in client support (ideally working with tech solutions), with experience navigating and resolving client escalations.
• Excellent organisational, problem solving and decision-making skills.

What credentials do you need?

• 2+ years of relevant experience in the real estate industry and/or SaaS industry.
• 2+ years of Customer Success or Sales Experience. Customer Service, Account Management, and B2B highly regarded.
• Transferable skills from customer success, customer service, business development, and/or training industries.