Job Description: Who are we?

Cotality is the leading provider of property data and analytics in Australia and New Zealand. We’re fiercely independent, and we’re considered the best in the business. Every day, our data scientists and researchers collect data from over 4.5 billion points across the Cotality universe. We then rinse and finesse this data to transform it into powerful property market insights that drive the best property decisions.

Our purpose At Cotality, we help people build better lives by providing rich property insights that inform the very best property decisions. We know that behind all the numbers, algorithms, and sophisticated data technology there are people, families, and communities. There are hopes, dreams, ambitions, journeys, expectations, fears, crossed fingers and vulnerability. It’s those things that matter. And it’s those things that we want to connect with, enable and tackle. ­­­ Who are you? We are seeking a dynamic and results-driven Account Manager with a strong background in digital experience to join our team. The ideal candidate will be responsible for managing and growing client accounts, ensuring exceptional customer satisfaction, and driving digital transformation initiatives. This role requires a strategic thinker with excellent communication skills and a proven track record of success in account management and digital projects.

You excel as a team player, thriving in a collaborative environment where you work alongside like-minded colleagues to create a world-class customer experience that delights and fosters lifelong customers. You stay informed about the latest trends in the real estate landscape and keep an eye on emerging technologies to enhance every interaction with our customers, both internally and externally. Despite your forward-thinking approach, you remain grounded in the present and never lose sight of your goals. Please note that Real Estate background is essential for this role .

What is the role? We are looking for a Customer Growth Partner to join our Customer Growth team, redefining the meaning of partnership with Cotality for customer growth. You’ll use your industry expertise to provide strategic coaching to our customers and support them to achieve success, identify improvements, remove obstacles, and foster great relationships.

Monitor and analyze account performance, providing regular reports and insights to clients and internal stakeholders. Identify opportunities for account growth and upselling, ensuring clients receive maximum value from our services. Stay up to date with industry trends and best practices, continuously improving our digital offerings.

­­­What will you be doing?

• Maintaining and developing existing relationships, with a customer-first approach and the desire to create a remarkable experience for them
• Identifying opportunities and ensuring customer satisfaction and success
• Consulting with stakeholders to ensure that our products and services are delivering value to customers
• Working closely with our Activations Teams to ensure a smooth transition from implementation to ongoing care
• Advising & coaching our customers on ways to improve processes and yield the most value and success from Cotality products
• Contacting disengaged customers to re-engage and improve value recognition, upsell and cross-sell products and services in order to increase average yield per customer
• Continually look for areas of improvement and development
• Ensuring processes and procedures are adhered to and identify areas for improvement
• Removing roadblocks for our customers and suppliers, making it really easy to do business with us
• Excellent communication, presentation skills and the ability to proactively connect and articulately engage in solution selling
• Taking ownership of our Digital Marketing Solution for our clients, to establish, implement and manage the customer journey, driving consistent results for our clients and Cotality
• Working closely with our Sales & Activations Teams to ensure a smooth customer experience from implementation to ongoing care and growth

Job Qualifications: Are you the right fit?   You need to have:

• Experience implementing SaaS-style products into businesses and driving change management
• Producing simple, easy to understand help for our customers to use our products effectively
• Confidence in speaking to customers to present complex processes in simple ways
• Experience or knowledge of the real estate domain, in particular, the systems, tools and best in class practices currently used within the real estate industry
• Key personal behaviours: self-starter, results-oriented, persuasive, multi-tasker, service-oriented and professional
• Strong verbal, phone, written communication skills and attention to detail
• Strong presentation skills via video and face-to-face interactions
• The expertise to truly understand a client’s business problem and get to the heart of a customer’s needs
• Ability to prioritise and delegate tasks
• Relevant experience in client support (ideally working with tech solutions)
• Experience navigating and resolving client escalations
• Excellent organisational, problem solving and decision-making skills ­­­ What credentials do you need?
• Relevant experience in the real estate industry and/or SaaS industry
• Transferable skills from Account Management, Customer Service, Customer success and/or Business Development.
• Experience in the digital advertising space for Real Estate, campaign management and VPA preferred not essential.

­­­­What does success look like? Key Performance Indicators are based on:

• Retain & expand existing customer base
• Active Customer and Revenue Growth across the Digital Marketing Suite
• Identify process improvements, reduce wastage, automate where possible
• Focus on improving customer experience
• CORE Behaviours