12 month fixed-term contract
Experience Hybrid working arrangements in a flexible environment
Collaborate across sales and service teams with a one REA mindset
REA Group is not your average digital business. From humble beginnings in a garage in Melbourne’s east in 1995, we have grown into a leading global digital business, specialising in property.
With bold and ambitious goals, we are changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.
Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to be named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.
Where the team fits in
Customer Operations works alongside Product, Marketing and Sales to deliver great experiences and outcomes that support customers to be successful.
What the role is all about
The Customer Success Consultant role is responsible for providing hands-on support to customers to adopt and maximise the value they are receiving from REA SaaS products and services through proactive support and training. The role collaborates closely with our Product & Platform, Marketing, Sales and Service teams to deliver great customer experiences and outcomes.
Being a specialist in REA SaaS products that require proactive, hands-on support; engaging with customers and supporting them to maximise the value they’re receiving from these products
Building strong relationships with customers while supporting them to migrate to new products with minimal effort and training them to use product features and services effectively
Collaborating across sales and service teams with a one REA mindset to ensure a simple and seamless experience and to optimise customer outcomes
Prioritising and working as a team to assist customers with implementation to new products and platforms at scale
Listening to customers, building a deep understanding and empathy for their needs and then working closely with Product Managers and Engineering teams to convey the voice of the customer to inform product feature prioritisation
Delivering against measures of success, including customer satisfaction, adoption, usage, retention, and growth
Working within the team to prioritise high impact customer engagement activities and working across teams to ensure seamless customer handoffs
Attending customer visits to support and further implement Connect within their business
Thinking outside the box to solve problems.
We’re looking for someone with:
Runs on the board: experience in a customer facing environment that is fast-paced and change intensive
Strong customer focus and relationships skills: demonstrated ability to engage with and help customers succeed and to advocate for their needs
Strong stakeholder focus: builds relationships across the business and works collaboratively toward a common goal
A strong listener with commercial nous to support an understanding of each customer’s business and what success looks like for them; property industry (or similar) experience is desirable
A proactive and empathetic approach to diagnosing and analysing customer problems and finding solutions
Strong technical, presentation and communication skills to enable effective customer training
Comfortable using customer campaign and behavioural data to prioritise activities
Someone who can persist and perform in ambiguous environments
Organisational skills and focused self-starter
The REA experience
The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow. We’re committed to your development – both professionally and personally. Your experience with us is something we take seriously.
A hybrid and flexible approach to working - https://rea.to/hybrid-working
Flexible parental leave offering for primary and secondary carers
Programs to support mental, emotional, financial and physical health & wellbeing
Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity.
Hack Days so you can bring your big ideas to life
Performance recognition programs because hard work should never go unnoticed
Our commitment to Diversity, Equity, and Inclusion
We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more eﬀective and fuel disruptive thinking - be it cultural and ethnic backgrounds, gender identity, disability, age, sexual orientation, or any other identity or lived experience. We know diverse teams are critical to maintaining our success and driving new business opportunities. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch.
If you like the sound of us, then we think you should apply today. We're proud to be Circle Back Initiative Employer and we commit to respond to every applicant. While we're looking at your application, and preparing to come back to you with an update, why not get to know us a bit more through our various social channels?