About the Company
MYOB is a leading provider of business management solutions in Australia and New Zealand. With a strong focus on innovation and customer success, we empower businesses of all sizes to thrive through intuitive accounting, payroll, and business management software delivered via our robust SaaS platform. We’re committed to creating a supportive and dynamic work environment where every team member can make a real impact.
Job Description
Are you an articulate and empathetic communicator with a passion for helping others succeed? MYOB is looking for a Customer Success Associate to join our vibrant team in Footscray. In this crucial role, you will be the primary point of contact for our valued customers, providing exceptional support and guidance primarily through email correspondence. You’ll help them navigate our SaaS products, resolve queries, and ensure they maximize the value they gain from our solutions. This is an exciting opportunity to build strong customer relationships, contribute to a thriving SaaS business, and grow your career with a market leader. We operate on a Monday to Friday schedule, offering a stable and predictable work-life balance.
Key Responsibilities
- Respond to customer inquiries and support requests efficiently and professionally via email.
- Provide clear, concise, and accurate solutions to product-related questions and technical issues.
- Guide customers through software features and functionalities, ensuring their successful adoption and usage.
- Proactively identify opportunities to improve customer satisfaction and product engagement.
- Document customer interactions and feedback accurately within our CRM system.
- Collaborate with internal teams (e.g., product, sales, technical support) to resolve complex customer issues.
- Maintain a high level of product knowledge across MYOB's SaaS offerings.
Required Skills
- Excellent written communication skills with a strong command of grammar and spelling.
- Proven ability to communicate complex information clearly and patiently.
- Strong problem-solving abilities and a methodical approach to troubleshooting.
- High level of empathy and a customer-centric mindset.
- Ability to learn new software and technical concepts quickly.
- Strong organizational skills and attention to detail.
- Proficiency in using email and basic office software.
Preferred Qualifications
- Previous experience in a customer service, support, or success role, preferably in a tech or SaaS environment.
- Familiarity with CRM software (e.g., Salesforce, Zendesk).
- Understanding of basic accounting or business processes.
- Tertiary qualification in a relevant field (e.g., Business, Communications, IT).
Perks & Benefits
- Competitive salary package.
- Comprehensive health and wellness programs.
- Generous paid time off and public holidays.
- Opportunities for professional development and career advancement.
- Modern, collaborative office environment in Footscray.
- Access to an employee assistance program.
- Regular team events and social gatherings.
- Employee discounts on MYOB products.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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