About nuuco

At nuuco, we're a rapidly growing technology consultancy dedicated to implementing Salesforce-based solutions that empower the staffing, recruitment, and labour-hire industries. We work closely with innovative partners like 2cloudnine—Australia’s fastest-growing payroll and invoicing solution, built 100% natively on the Salesforce Platform and work closely with other Salesforce implementation partners and products such as Bullhorn and 3B.

At nuuco we’re known for our smart, tailored solutions and a deep understanding of Australian payroll requirements. Our team is passionate about empowering clients to succeed with technology that works for them—seamlessly, efficiently, and reliably.

We’re looking for our next customer success consultant who aligns with our values and wants to deliver exceptional customer services support to our clients who have already gone live.

Ideally you will be from Melbourne or Brisbane, looking for a hybrid work option that allows for flexibility to work from home but also join us in the office to cultivate team collaboration (our preference). However for the right candidate, a full time remote candidate would be considered.

The Role: Customer Success Consultant

As a Customer Success Consultant, your mission is to ensure our customers feel confident, supported, and successful using the 2cloudnine platform once they’re live in production. You’ll be the go-to expert for post-implementation product support, working closely with customers to resolve issues, answer questions, and provide proactive guidance on best practices.

You’ll become a trusted advisor and problem-solver—balancing a sharp understanding of payroll with strong communication and a customer-first approach.

Key Responsibilities

Customer Support & Relationship Management

Deliver excellent day-to-day support to customers who are “‘live’’ on 2cloudnine.

Respond to customer issues via Salesforce case management with clarity, care, and timeliness.

Take full ownership of enquiries—ensuring accurate diagnosis, timely updates, and complete resolution.

Communicate updates regularly and effectively—ensuring customers feel heard and informed.

Identify recurring issues and escalate where necessary with appropriate internal teams.

Undertake Post Implementation Reviews where issues occur that have a serious impact to a client and document lessons learnt to mitigate reoccurring issues.

System & Solution Expertise

Review customer system setups to ensure alignment with operational needs.

Provide feedback and advice on system use, configuration, and minor enhancements.

Collaborate with Technical and Functional Consultants to resolve complex issues.

Manage customer environments ensuring latest version upgrades are installed across all environments successfully, within a timely manner.

Assist with minor production support tasks and admin (e.g., configuration tweaks).

Process Improvement & Collaboration

Contribute to continuous improvement of support protocols, SLAs, and escalation procedures.

Help maintain and grow our Customer Success Community knowledge base.

Work with 2cloudnine on release readiness and product updates.

Skills & Experience

Must-Have

Intermediate Australian Payroll Knowledge – Solid understanding of payroll processes, awards interpretation, and relevant legislation.

Client-Facing Support Experience – Strong communication and relationship-building skills; a natural customer advocate.

Problem-Solving Skills – Analytical thinker with the ability to troubleshoot issues methodically and thoroughly.

Ownership Mindset – Proactive, responsive, and always looking for a way to add value.

Nice to Have

Experience using or supporting CRM/ERP systems—Salesforce experience highly regarded.

Familiarity with 2cloudnine or similar payroll solutions.

Understanding of time interpretation, invoicing workflows, or award interpretation in staffing sectors

Key Metrics for Success

Consistent achievement of SLA response and resolution times.

High customer satisfaction and engagement.

Quality of case notes and handovers.

Contribution to community knowledge base and process improvements.

Accurate weekly time submission (minimum 40 hours logged).