AddressWho are we?
As one of the largest players in the SMSF administration market, SuperConcepts is an industry leader with over 30 years’ experience providing award-winning SMSF and investment administration and technology solutions to thousands of trustees, investors and professionals.
The opportunity:
Due to an internal promotion, we’re currently looking for a Customer Success Specialist to join our team in either Adelaide or Brisbane. The Customer Success Specialist is responsible for helping our clients maximise the capabilities of our SuperMate accounting software. Client support begins during the on-boarding phase and continues over time to ensure software clients achieve ongoing benefits from their use of SuperMate. The secondary purpose of this role is to identify trends and areas of improvement that could assist the whole Software Support Team to be more efficient in supporting our customers.
It’s a role where you can apply your problem-solving capabilities, SMSF & Accounting knowledge, and client service skills every day. In essence, you’re the go to person, you value genuine relationships and thrive on answering curly questions.
As a Customer Success Specialist, you’ll assume responsibilities that include but are not limited to:
- Onboarding support (including providing training to clients where required).
- Relationship management & software service consultation.
- Performing regular customer check-ins.
- Managing & investigating customer concerns.
- Monitoring and acting on NPS feedback.
This role will on occasion require travel to our client locations, anywhere in Australia.
Your experience and background:
Do you have either an Accounting or Software background? Due to the nature of the role experience using SMSF Accounting software (e.g. BGL, Class or SuperMate) is essential. However, you don’t need to be a software expert. Customer focused SMSF Accountants are strongly encouraged to apply.
What you will need is experience working within the SMSF industry, a good understanding of SMSF Accounting, and experience with SMSF Accounting Software applications. You must love client interaction and supporting them to achieve success. Naturally, you will be a great communicator, think client first and possess well-honed problem-solving capabilities.
This would look like:
- Proven experience in providing SMSF solutions for clients
- Exposure to dealing with accountants and financial planners and understanding the issues they face
- Proficient using Microsoft Office
- Exceptional written and verbal skills as you will be liaising directly with clients.
- Ability to work on multiple client matters at any one time.
- Financial Statement and/or APRA Reporting experience.
- Current experience with SuperMate (highly desirable but not essential) or similar software packages
- Experience in Data Analysis Tools an advantage e.g. PowerBI, Tableau, etc
- Experience in data manipulation in Excel
- Previous experience providing training or presenting to clients will be highly regarded.
Our values are at the centre of all that we do, so alignment to the following is critical:
Service: We serve with integrity, humility and transparency
Commitment: We do what is right and what we say we will do
Teamwork: We believe in the collective wisdom of the team
If the above resonates with you and you are looking for a new challenge then we would love to hear from you.
Got a question? Reach out to the leader of the team, Maureen Mowatt via **************@superconcepts.com.au or visit our website: SuperConcepts - SMSF Administration, Software and Education
