Employment Hero Hiring for Customer Success Consultant (ANZ) at Australia Full Time

About Us

Employment Hero is an Australian tech unicorn – valued at over $1.25 billion. Our world-class software is the easiest way for small and medium-sized businesses to manage HR, payroll, employee engagement, and benefits. We’ve grown 100% year-on-year since our inception in 2014, and now service over 200,000 businesses and 1 million+ active users globally. We have exciting growth plans for 2023 and beyond, powered by our mission of making employment easier and more valuable for everyone.

We take a Remote First approach with our team. Employment Hero can hire across the world, so long as candidates have eligible working rights and are in a suitable time zone to their colleagues. If you’ve got the skills for the role and the passion for our mission then we want to hear from you!

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.

The Role

As a Customer Success Consultant, you will be responsible for building strong relationships with our SaaS platform’s clients, ensuring their successful adoption and utilisation of our product, and driving long-term customer satisfaction and retention. To be successful, you’ll play a vital role in driving customer success and seamless collaboration across our organisation. Your focus will be on managing critical customer engagements, ensuring proactive support, and fostering strong relationships.

You will provide tailored training, track customer progress, make proactive recommendations, and collaborate with the sales team for a personalised implementation plan. As the single point of contact, you’ll ensure long-term customer satisfaction and success. Your expertise in customer engagement and strategic guidance will be instrumental in delivering a delightful customer experience.

Responsibilities

• Act as the primary point of contact for assigned clients, building strong relationships and understanding their business needs and goals.
• Collaborate with clients to develop and execute tailored success plans, ensuring they achieve their desired outcomes and maximise product adoption and value of the Employment Hero offerings
• Provide proactive guidance and recommendations to clients on best practices, product features, and strategies to optimise their usage of our platform.
• Conduct regular check-ins and business reviews to assess client progress, address any challenges, and identify opportunities for expansion.
• Serve as a problem solver and advocate for clients, addressing any technical issues, concerns, or questions promptly and effectively.
• Collaborate with cross-functional teams, including Sales, Product, and other CX teams, to ensure a seamless customer experience and successful resolution of client needs
• Monitor and analyse client usage data and metrics to identify trends, proactively address potential issues, and provide data-driven insights to clients.
• Identify opportunities for upselling and cross-selling additional products or services that align with client needs and objectives.
• Champion customer feedback and insights internally, contributing to product enhancements and improvements based on client input.
• Stay up-to-date with industry trends and best practices in SaaS, customer success, and related fields to continually provide value to clients.

Requirements

• Bachelor’s degree or equivalent work experience with a minimum of 2-3 years in Customer Success Management or account management, including some exposure to enablement, training, coaching, and development roles.
• Familiarity and usage of Customer Success tools such as Asana, G Suite, Salesforce, Zendesk, and Confluence, either as a user or with some administrative experience.
• Strong interpersonal, communication and presentation skills, with a willingness to learn and grow.
• Strong ability to build rapport, trust, and credibility with clients at all levels of an organisation and execute under deadlines with guidance where necessary.
• Experience collaborating with global teams is a plus, preferably in a SaaS organisation.
• Excellent problem-solving and critical-thinking abilities, with a proactive approach to identifying and addressing client needs.
• Proficiency in analysing data and translating insights into actionable recommendations.
• Self-motivated, adaptable, and able to thrive in a fast-paced and evolving environment.

Benefits

• Self, health, wealth and happiness programs.
• Remote first and flexible working arrangements.
• A generous budget to spend on setting up your home office (if you need a desk, chair, or screen? We’ve got you covered!).
• We set you up for success with the latest and greatest hardware, tools and tech.
• Learning & development (including an external study policy, live monthly professional development classrooms, and premium online learning content!).
• Social events to get to know your new colleagues.
• Employee Share Option Program: be an owner of Employment Hero!

Why join Employment Hero?

• Raised $181M achieving unicorn status February 2022
• LinkedIn Top 25 Startups 2021, ranked #2 in Australia
• The Australian Top 100 Innovators List 2021
• Raised $140M Series E round led by Insight Partners July 2021
• Raised $45M Series D round led by Seek 2021
• Deloitte Technology Fast 50 2020, ranked #42 in Australia
• LinkedIn Top 10 Startups 2020
• Raised $22M Series C Round led by Seek July 2019
• Raised $8 mill series B round led by Seek and OneVentures
• Deloitte Technology Fast 50 2019, ranked #20 in Australia
• GetApp Category Leader Q1 2019
• Deloitte Technology Fast 50 2018, ranked #12 in Australia
• HRD Gold Medalist – Human Capital Management Systems 2018
• HRD Gold Medalist – Rewards and Recognition Service Provider 2018
• HRD Rewards and Recognition Employer of Choice 2018
• LinkedIn Top 25 Startups 2018
• EY Entrepreneur of the Year National Finalist 2018
• When applying for this position, please fill out all of the application questions, thank you*