Sep 08, 2023

Customer Success Consultant

  • REA Group
  • Sydney, NSW
Full time

Job Description

  • 12 month fixed-term contract

  • Experience Hybrid working arrangements in a flexible environment

  • Collaborate across sales and service teams with a one REA mindset

We're REA

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.

We offer: 

  • A hybrid and flexible approach to 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?