As a high-growth tech company selling software in a competitive global market, the work is not easy. But it’s interesting and super fun. As the Customer Success Consultant, your primary purpose is to ensure our customers get, and keep getting value from their investment in Phocas. You strive to retain our customers, turn them into advocates for Phocas and proactively identify opportunities for further revenue growth within our existing customer base.

It’s what our consultants love about the work. Because it gives meaning to their roles. Oh, and did we mention it was fun?
No? Well, you’re in for a good time.

Here’s how you’ll do that

• Proactively drive activities that increase brand awareness, product presence and user adoption. This could be through regular customer account reviews, product demonstration, customer training, events and other marketing activities
• Provide exceptional service and support, and ensure the customer is gaining value from their investment through coaching, advice and training
• Guiding clients through onboarding, issue resolution, and adoption phases with your fantastic communication and training abilities
• Identify new business opportunities within the account for revenue growth
• Collaborate with global colleagues to continuously improve products, internal processes and documentation as they relate to customer success

This is what you’ll need to do it

• A love of working with customers and developing long-term value
• Excellent presentation, training and communication skills
• You enjoy building rapport with your customers, and staying up to date with product enhancements and features
• Financial planning, accounting, or financial modeling knowledge, as well as an understanding of ERPs is essential
• Solid understanding of business needs and customer focus with a dedication to customer experience
• Previous experience within a Customer Success role within SaaS

A bit about us to see if we’re a match for your enthusiasm

We’re a business planning and analytics company on a mission to make people feel good about data. We’ve been hard at it for 20+ years, helping 2,300 companies turn complex business data into performance boosting results. Despite our global status, we’ve held on to our start-up roots. The result is a workplace that’s fast, exciting and designed for fun.

Create your happy place!

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

Phocas is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

#LI-EA1

• Bachelor's degree in Business, Information Technology or another related subject. In lieu of degree, relevant equivalent experience required.
• Minimum 3 years’ prior experience working in Customer Success or Account Management roles
• Proven track record of meeting or exceeding retention goals / customer satisfaction metrics
• Experience with Phocas or related products – other BI, CRM, ERP software products

• Previous experience working within the SaaS/IT industry
• Familiarity with financial planning, accounting, or financial modeling is essential

Start your leadership journey with ALDI! From driving sales, to serving customers and supervising staff, our Duty Managers always lead from the front.

Your purpose is ensuring our store runs smoothly during your shift. You'll be supporting and guiding team members, handling customer inquiries and working collaboratively as part of the store management team. All the while, you'll be honing your leadership skills and truly making a difference for your team and our customers.

The specifics? Here's what you’ll be doing:

• Opening and closing the store and supervising shifts
• Offering feedback to the team that's clear, constructive, and inspiring
• Assisting in training and onboarding team members
• Being a customer service superstar and serving customers at the registers with a smile
• Keeping shelves stocked with products so that our customers can find all their favourites
• Keeping a keen lookout for any incidents or hazards to keep everyone safe

Remote within Australia, or in-office/hybrid in Melbourne, Australia

Atticus is seeking an experienced SaaS account manager to join our team. We value creative, curious, and self-driven people who are passionate about their craft. You’ll be helping our customers make the most of a product they already love using, in a supportive team culture, without unachievable targets or smile-and-dial, gong-ringing energy.

About us

Atticus is a Melbourne-based scale-up founded in 2017 that offers the leading technology in document fact-checking. We are on a mission to bring more truth to the world of business. Our software helps our customers—law firms, listed companies, and funds—fact-check critical documents before they're disclosed to market. Our users love Atticus because we save them a lot of pain in high pressure, high stakes work.

We’re a growing, global company. We’re profitable and using our resources for growth. Over 70% of our customers are inbound or referrals. We’re trusted by 95% of Australian corporate law firms, 30% of the UK Top 30 law firms, over 40% of the ASX50 and 35% of the ASX100. Plus, we’re expanding into Asia and North America.

About you 

We’re looking for someone with 4+ years account management, CX, and/or sales experience in a SaaS company or consultancy. We want creative, curious, and self-driven people who are interested in building something of lasting value. The people who are likely to thrive at Atticus are conscientious problem solvers. So if you’ve got the following qualities then please get in touch:

• Creative and flexible. We’re a small team doing things nobody has done before, so you’ll be excited about tackling unknown problems and pitching in to help even when you don’t quite feel like you know exactly what you’re doing.
• Natural communicator. Communication is a first class skill, particularly in a remote world, so we take this seriously. More than just good spelling and grammar, you’re great at building relationships and getting things done with others, whether it’s through Slack, Zoom, or in person.
• Measure twice, cut once. We believe that long term, true velocity and agility comes from putting in enough planning that you can move fast without breaking things. “Slow is smooth, and smooth is fast.”
• Bias toward action. Generally, when in doubt, you give something a try and see if it works. Yes, doing the right thing is best, but doing the not-quite-right thing and learning from it is better than doing nothing at all.
• Outcome-focused. You don’t confuse a great slide deck for genuine user outcomes. You’re able to separate the process from the outcome, and if you’re blocked on the process you were expecting to take, you try other ways of getting that outcome.

If you also have any of the following, then definitely get in touch!

• Industry knowledge in corporate law and/or corporate governance. You’ve got a law degree, worked as a lawyer, or in investor relations, company secretary, corporate affairs, finance, or governance of a listed company, fund, or regulatory body.
• High growth environment. You’ve worked in a scale-up that’s grown fast and scaled processes.

About the role

As an Enterprise Account Manager, you’re instrumental in ensuring our customers get as much value as they can out of the platform. You’ll be the primary point of contact for their account, help them realise the value of the platform, and identify and realise opportunities for Atticus to add even more value within their business. 

You’ll be joining a small team, so nothing is really out of scope and no two days will be exactly the same. That said, here are some real things you might’ve done if you had been here this month:

• Spoken to a customer to understand their upcoming ESG reporting requirements, worked with one of our Product Consultants to determine a new way of making that as easy as possible with existing Atticus features.
• Identified opportunities for Atticus to provide more value and to devise and execute an expansion plan for each customer.
• Reviewed our customers on non-subscription plans to identify who would benefit from moving onto a subscription, and helped devise and execute a subscription migration plan for each customer.
• Worked with the Growth and Product teams to plan a “roadshow” of our east coast clients to talk about trends and best practices in corporate verification.
• Reviewed six customers’ Atticus usage against their plan in preparation for upcoming contract renewal discussions.
• Built a sample Atticus workspace to demonstrate verifying Sustainability reports in Atticus to a new user group within an existing customer.

Benefits

• Competitive compensation (AUD$130 - 150k OTE, dependent on experience and ability). 
• 100% remote friendly within Australia (come to the office, work from home, or a bit of both—it’s up to you)
• Flexible work hours (we care about outcomes—go for that lunchtime swim)
• New Macbook and $2,000 home office setup budget
• Five weeks leave each year (and never work on your birthday)
• 16 weeks paid parental leave 
• Dog-friendly office in Collingwood, Melbourne
• Generous professional development program

Interested?

If this sounds to you like we’re a great match, please apply below. You can also read more about us on our careers page.