Nine
Client Success Coordinator, Corporate Subscriptions
We shape culture by sparking conversations, challenging perspectives, and entertaining our communities.
Sales and Customer Success
Full-time
Hybrid | Sydney, NSW, AU
Visa sponsorship · No
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.
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Why Nine
Nine is Australia’s largest locally owned media company – the home of Australia’s most trusted and loved brands spanning News, Sport, Lifestyle, and Entertainment. We pride ourselves on creating the best content, accessed by consumers when and how they want – across Publishing, Broadcasting and Digital.
Nine’s assets include the 9Network, major mastheads such as The Sydney Morning Herald, The Age and The Australian Financial Review, radio stations 2GB, 3AW, 4BC and 6PR, digital properties such as nine.com.au, 9Now, 9Honey, Pedestrian.TV, Drive, subscription video platform Stan and a majority investment in Domain Group.
We bring people together by celebrating the big occasions and connecting the everyday moments. Australia belongs here. We bring our purpose to life via three shared values: We walk the talk, turn over every stone and keep it human.
About the role
As the Client Success Coordinator you will support the growing Corporate Subscription and Licensing Business by providing high level customer service and post sale support to Corporate Subscription clients across the AFR and Metro Publications.
Day to day you will:
- Set-up and onboarding of corporate subscriptions clients across online and print.
- Manage and renew existing corporate clients accounts
- Identify upsell opportunities with existing clients
- Ensure clients gain access to publications in a timely manner.
- Manage inbound/outbound calls from/to clients, address issues and provide support over the phone
- Troubleshoot technical and access issues for online subscriptions as well as general customer service support.
- Provide post sale support to Corporate Subscription clients including updating account details, users and publications.
- Provide effective, timely and accurate responses to customer enquiries.
- Responsible for the hygiene and management of the Salesforce data set and ensuring case and user information is up to date
- Assist with reporting where required
- Keep records of customer interactions, compile reports on overall customer satisfaction
Please note this position offers hybrid working (office / work from home).
What you'll be responsible for
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Account Retention and Expansion
Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions
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Customer Query Handling
Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams
- 🛟
Implementation and Onboarding
Manage the timely setup and implementation of product/service to help customers meet their goals and drive product adoption
Skills you'll need
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
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Service orientation
Actively seeks and develops strategies to help key stakeholders
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
Applying with Hatch
Nine is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.
Learn more about Hatch