About the role:

The Customer Success Executive role is a fantastic opportunity to join Medianet, an established and leading B2B media intelligence software organisation, at an exciting time in our evolution.

Customer success isn't just a department at Medianet – it's ingrained in our history, it’s in our DNA. Customers and their success are at the heart of everything we do.
The Customer Success Executive, plays a key role in providing proactive support to customers, focusing on driving adoption and ensuring they achieve their media outcomes. You'll develop your analytical skills by identifying trends in customer usage to anticipate their needs and proactively engage with contacts.

You will be responsible for building and nurturing positive, long-term relationships with customers, ensuring they receive the support required to meet their media objectives. Contributing to customer retention within an assigned territory, your proactive and solution-oriented approach will be essential.

We are looking to expand our dedicated team and are eager to welcome a motivated and analytical individual to contribute to our future success.

Responsibilities include:

Proactively engage with a portfolio of customers to ensure they are successfully using our services to achieve their goals. This includes onboarding new customers, providing ongoing support, and identifying opportunities for increased product adoption.

Ensure positive customer experience through high-quality service and responsive communication.

Monitor customer activity for pattern recognition and insights to inform product enhancements, satisfaction, and engagement.

Train and provide technical product support to clients, demonstrating expertise in Medianet's media intelligence software.

Contribute to the implementation of customer success strategies, this includes executing proactive outreach, monitoring customer health metrics, and collecting customer feedback.

Work closely with senior team members to identify and escalate any potential issues or expansion opportunities.

Deliver effective customer solutions within Medianet Service Level Agreements.

Enhance customer self-service by assisting with the continuous improvement and expansion of Medianet's Knowledge Centre.

Seek to improve all aspects of the customer experience with Medianet.

Who we’re looking for:

We are looking for an ambitious individual, who is customer-focused, solutions-oriented and driven to create positive outcomes for clients in a SaaS environment. Are you curious, analytical with a proactive mindset? Come join us!

About you:

2-4 years experience in a customer-facing role within a technology or subscription-based business is desirable.

Enjoys building and maintaining positive business relationships.

Passionate about customer success, establishing rapport and solution delivery with empathy.

A strong interest in understanding customer behavior and identifying trends.

Excellent communication and interpersonal skills.

Exceptional attention to detail and accuracy.

Proficient in time management and stakeholder management to ensure internal and client deadlines are met.

A proactive and solutions-oriented approach.

Familiarity with CRM or customer success software is a plus. (HubSpot or similar).

Passion for collaboration, enthusiastic team player.

As a bonus, have experience or an understanding of media, communications or public relations.

About us:

Medianet, a division of Mediality, is a well-established and highly regarded PR software and media intelligence business servicing both the media and public relations industries. As a subsidiary of News Corp Australia and Nine Entertainment Co, we are at the heart of the media, allowing us to develop strong relationships with publishers and broadcasters.

Our smarter media monitoring platform is an intuitive way for clients to uncover actionable insights about their brand, competitors and industry.
Our media Contacts Database is the most robust, comprehensive and accurate media database in the country with 36,000+ media profiles, updated daily by our Australian research team.
Our press release distribution platform allows clients to target the right media, quickly and easily.
Our bespoke reporting reveals the deeper meaning and insights from media coverage.

Our unique culture, developed over many years, is centered around teamwork. Through collaboration and high-quality service, integrated with PR software, our team is dedicated to delivering positive and successful client experiences.

We foster a collaborative and supportive environment where team members have the opportunity to learn, grow, and make a real impact on our customers' success.

While the starting salary for this role is $65,000 AUD plus super, we are committed to investing in our employees' development and offer pathways for career progression based on performance and contribution.

Why Join Us:

Friendly and supportive team culture – our close-knit team is passionate about our customers, our products and our service.

Hybrid work arrangement - Enjoy a mix of work-from-office and work-from-home.

Convenient location – our office is centrally located in Surry Hills close to public transport.

Subsidised in-house gym and birthday day off.