Customer Success Hub Specialist - Western Australia

Since starting our journey in 2010, we now employ a team of over 1,000 people working across multiple continents. We're still growing, innovating and looking ahead, but behind our greatest achievements, there is a team of curious creators and big thinkers. That's why, we're looking for ambitious people like yourself to join the team.

• About The Role
• The role of the Customer Success Specialist, as part of the Success Hub, is to work closely with the Practitioner & Support Teams to help maintain customer relationships by ensuring they are getting the most value out of PEXA. The engagement with customers predominately will be virtual. However, it may require some in-person meetings as needed.
• The team works closely with the national / and state-based Account Managers, setting the team up for success by qualifying leads upfront -increasing the sales funnel and supporting the team longer term with the management of state-based escalation inboxes & attending to ad-hoc field requests. The group acts as the congruent between the field team and internal stakeholders, mainly the exchange & product teams - supporting various projects across the business as required gathering feedback & assisting with go-to-market for new releases & enhancements
• This role will be based in WA and have primary responsibility for a group of Medium to Small / Micro WA firms, as well as more broadly assisting the national Success Hub team.
• Key Responsibilities
• Maintained trusted, effective, and loyal relationships with PEXA customers by offering over-and-above customer service.
• Drive the sales pipeline and increase brand awareness with a regular series of large-scale webinars and lunchtime sessions to promote enhancements to Exchange and our growing product suite.
• Manage 'Opportunity' distribution in Salesforce, assigning leads / opportunities post events.
• Ensure the Tier 3 cohort is engaged via digital streams, and have regular touch points with this cohort via mail merge, webinar invitations, and, where applicable physical info sessions / events. Ensure Salesforce is maintained for this 'unmanaged cohort.'
• Manage the CLF & always on feedback via Medallia for all Tier 3 accounts
• Manage the state-based inboxes for all states; this could vary from training / demo requests, complaints / feedback to be actioned from members, lengthy refund investigations, LR / OSR enquiries, account services follow-ups and more.
• Maintain a high degree of compliance by logging all dealings with customers in the Salesforce system to ensure transparency & accuracy.
• Represent a knowledgeable, efficient and professional image of PEXA by handling business respectfully and professionally.
• Work with our internal product teams to support and close out customer product feedback loops.
• Manage our "Ask Us Anything" Community page, ensuring all questions are investigated & answered promptly.
• Provide support at PEXA and Industry events.
• Key Skills
• Customer-centric approach
• Strong ability to understand and work through customer issues to resolution
• Strong ability to identify opportunities with a growth mindset
• Demonstrated ability to grow, manage and maintain relationships with customers
• Demonstrated proficiency in articulating product offerings, value propositions and tracking against progress
• Positive and proactive attitude
• Excellent verbal and written communication skills
• Exceptional skills in relationship management and building rapport with internal and external stakeholders
• Strong attention to detail
• Customer-focused with administrative capability
• Ability to work collaboratively
• Strong prioritisation and organisational ability
• Confident to challenge and question
• Experience within the legal / conveyancing industry or a strong understanding of the industry
• Proven capacity to promote and sell concepts
• Background in relationship management / account management

LI-AN1

• A career at PEXA starts with you!
• If you think you have the required skills, an appetite to learn and would be a great fit, we'd love to hear from you - even if you don't tick all the boxes. At PEXA we support your growth and help you discover your full potential.
• Why join us
• Flexibility is in our DNA, with no set days office days - work from any location in Australia
• Your holistic wellbeing is important to us. Enjoy meditati