Relationship Management

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Customer Success Specialist - Position Description

Location: Melbourne CBD, Hybrid

Work Hours: Full time

Salary Range: $70,000 - $75,000

Department: Customer Success

Reports to: Manager, Customer Success

About the role

This role is about ensuring Traffio customers succeed with the Traffio platform, keeping them confident, engaged, and getting real value out of the system month after month. You'll be a trusted point of contact who builds relationships with customers, checks in on how they're using the platform, helps them adopt new features, and provides support when something's not working the way it should.

You're someone who loves working with people, whether that's jumping on a call to help someone troubleshoot an issue or running a training refresher for a team that's grown. You're naturally organised in your day to day support requests alongside supporting the team in other aspects of customer success.

You genuinely care about the people on the other end of the call. Because you're talking to customers regularly, you're in a great position to notice patterns, recurring issues, feature requests, or signs a customer might be struggling or ready to expand. Part of this role is bringing those insights back to our development and Customer Success leadership, so what you learn on the ground shapes where Traffio goes next.

Key Responsibilities:

Support & Troubleshooting

• Respond to customer requests via email, helpdesk, phone, and scheduled calls.
• Troubleshoot issues and resolve customer queries on first contact wherever possible.
• Assist customers with configuration questions and best-practice guidance as their needs change.

Training & Platform Adoption

• Deliver refresher training and platform education sessions as customer teams grow or change.
• Support customers in refining workflows and best practices within the system over time.
• Help customers build confidence using newer or underused features.

Customer Relationship Management

• Be aware of customer health and usage patterns to identify at-risk accounts early and proactively reach out.
• Run check-ins to understand evolving customer needs and ensure they're getting value from the platform.
• Identify opportunities for customers to adopt more of the platform's features and capabilities.

Communication & Coordination

• Provide clear, professional communication to customers and internal stakeholders on account status, issues, and next steps.
• Manage customer expectations and keep internal stakeholders informed.

Process Improvement

• Identify opportunities to improve customer success processes, support delivery, and documentation.
• Share insights and feedback from customer interactions to support continuous improvement.

Team Collaboration

• Work collaboratively with the Customer Success and Onboarding teams to ensure a consistent customer experience.
• Support the broader Customer Success team where required.

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What You Will Bring 

• A genuine passion for helping customers succeed
• Clear, patient communication, especially when explaining technical concepts to non-technical users
• A proactive, problem-solving mindset, you look for answers before escalating
• Comfort switching between relationship-building work and responsive support duties throughout the day 
• A positive, adaptable attitude things move fast at Traffio and we like it that way

Requirements 

• 1-3 years of experience in a customer success, account management, or customer service role, ideally within a SaaS environment but not required.
• Confidence in delivering product training or product demonstrations by video call and in person.
• Willingness to undergo a police check.
• While a Hybrid role, during your 6 month probationary period you will be required to come into the office.

How to Apply 

• Send your Resume and a written cover letter

Why Traffio? 

Our mission is to “make work effective and enjoyable with fricken awesome software”. We build software that transforms how businesses manage their operations across Australia, New Zealand, UK, Ireland, South Africa, and North America, 

We back our team to learn, take risks, snack often, and speak honestly. We believe in levelling up, scrapping convention, and keeping things local where we can.

You’ll be joining a company that’s serious about growth but doesn’t take itself too seriously. If you want your first role to be full of real experience, great mentorship, and room to grow, we’d love to meet you.

Our Values and Behaviours

The person in this position is expected to demonstrate the qualities outlined in Traffio's values and maintain professional integrity in line with Traffio’s code of conduct and policies.

Levelling up

We’re all about levelling up, pushing boundaries, and creating a space where curiosity and creativity inspires and drives our team.

It’s bigger than just us

Sharing our story and what we build is done alongside and for our people, partners and customers while supporting the communities we work within, both locally and internationally. 

Keeping it real

Being authentic, standing by our integrity and committing to transparency is key, we own our mistakes and have honest and real conversations while being kind in all we do.

Scrapping convention

We believe in breaking the mould, embracing unconventional ways, and constantly challenging the status quo to make a real impact.

Second lunch (and snacks)

There's always time for a second lunch! Stepping away to refresh with the team helps encourage collaboration and deeper relationships that spark new ideas. Brilliance isn't about watching the clock.

Keeping it in-house

Keeping our teams and their roles in-house locally is important to us to ensure we back home-grown talent and the impacts they can make in the future.

Employer questions

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• How many years' experience do you have as a Customer Success Agent?
• How much notice are you required to give your current employer?
• How many years' experience do you have in the construction industry?
• Do you have Traffic Control experience?
• Do you have a current Police Check (National Police Certificate) for employment?
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