We're REA

REA Group (https://www.rea-group.com/about-us/about-rea-group/) is not your average digital business. From humble beginnings in a garage in Melbourne’s east in 1995, we have grown into a leading global digital business, specialising in property.

With bold and ambitious goals, we are changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.

Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact.

Where the team fits in

Customer Success is responsible for driving platform adoption, and usage by REA Customers’, with key stakeholder alignment, and risk mitigation by working together with Account Partners, Technical and Product experts, and other supporting team members within REA.

The Customer Success Consultants support a portfolio of accounts, with a tailored customer experience, to deliver and communicate the business outcomes from their REA subscription. Capable of demonstrating value and ensuring a high level of partnership and performance - ultimately, making the customers more successful through doing business with REA. Success Consultants create advocates for REA from assigned accounts, by ensuring time to value and return on investment.

Success Consultants are the Customer voice into REA, providing timely feedback for consistent improvements on Products and Services, to strengthen REA partnership with the customers, drive product adoption and avoid revenue reductions or churn.

What the role is all about

Reporting to the Head of Customer Success, this role leads a team of Success Consultants, responsible for their performance and ensuring all targets and OKRs are achieved.

• Building REA’s Customer Success capability and ensuring its effective integration and alignment at REA to deliver seamless customer and employee experiences

• Delivering REA’s long term Customer Success strategy to drive adoption, retention and advocacy.

• Working alongside key stakeholders in Sales, Product and Marketing to define business customer needs and success measures

• Leading and coaching a specialist team to understand customer needs and behaviours and proactively support them to adopt and gain the full benefit of REA SaaS products and services whilst advocating for customers internally

• Drawing on the team’s intimate customer knowledge, surfacing opportunities to solve customer problems and working alongside Product, Marketing and Sales to deliver solutions that expand customer value

• Understand the metrics that matter from the business and customer’s perspectives; solving problems to continuously improve outcomes delivered

• Helping to provide transparent reporting of the team’s performance and voice of customer insights to inform product priorities

• Delivering on customer adoption, usage, growth and retention targets

• Connecting the team to REA’s purpose and strategy, ensuring they understand the meaning and contribution of their role and deliver with a one REA mindset

• Empowering the team to #ownit with performance data, feedback and quality conversations to support their growth

• Helping to build learning journeys and identify career pathways that strengthen REA’s internal customer success capability and mindset

• Thinking outside the box to solve problems.

Who we’re looking for

• Runs on the board: Leadership experience in a Customer Success or Account management environment that is fast-paced and change intensive

• Commercially minded with a track record (5+ years) for improving adoption and retention

• A people and customer focused leader with minimum of 3 years people leading experience who can capture the hearts and minds of their team, helping them understand the business purpose and strategy, and inspiring them to perform and grow

• A systems thinker: Proven success working across the organisational system to deliver optimal customer experiences and outcomes

• Strong stakeholder management skills and negotiation abilities

• Ability to sell and quickly deliver the foundational value proposition

• A role model of customer centricity with the ability to influence outcomes that improve the customer experience

• Comfortable with analytics to identify and predict customer risks and opportunities; able to translate insights into impactful actions

• Someone who thrives in ambiguous environments, and helps lead others through change

• Tech savvy with experience successfully leveraging tech to deliver better customer and employee experiences

• Thrives in a multi-tasking environment, can adjust priorities on the fly

The REA experience

The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow. We’re committed to your development – both professionally and personally. Your experience with us is something we take seriously.

We offer:

• A hybrid and flexible approach to working - https://rea.to/hybrid-working

• Flexible parental leave offering for primary and secondary carers

• Programs to support mental, emotional, financial and physical health & wellbeing

• Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity.

• Hack Days so you can bring your big ideas to life

• Performance recognition programs because hard work should never go unnoticed

Our commitment to Diversity, Equity, and Inclusion

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking - be it cultural and ethnic backgrounds, gender identity, disability, age, sexual orientation, or any other identity or lived experience. We know diverse teams are critical to maintaining our success and driving new business opportunities. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch.

If you like the sound of us, then we think you should apply today. We're proud to be Circle Back Initiative Employer and we commit to respond to every applicant. While we're looking at your application, and preparing to come back to you with an update, why not get to know us a bit more through our various social channels?