Customer Solutions Specialist

At Visory, we're all about empowering businesses to unlock their full potential. Launched in early 2020, we are a fast growing start-up and have built Australia and New Zealand's first digital bookkeeping solution that supports small to medium sized businesses. We supercharge their financial back-office by connecting them to a marketplace of certified Bookkeeping and Payroll Experts, backed by our powerful digital platform of best practice workflows. The result: clean books, oversight of key financial indicators and freedom from their back-office so they can get back to big picture growth. How you'll make an impact You are an experienced account manager or customer success professional with strong communication and relationship management skills. You thrive in a structured environment where process adherence, proactive engagement, and clear communication are key to success. You enjoy supporting business owners, understand the complexities of franchise or small-business operations, and bring a commercial mindset to every interaction. You’re comfortable juggling multiple accounts, spotting opportunities for improvement, and ensuring every franchise partner feels supported and valued. What You'll Be Doing Relationship & Account Management Act as the main point of contact for franchise partners, providing ongoing operational and account support. Build trusted relationships through proactive communication and regular engagement. Ensure franchisees adhere to established processes and service standards. Manage escalations and resolve issues efficiently to maintain franchise satisfaction. Coach franchisees to the standards agreed to with Head Office across bookkeeping, COA and payroll. Operational Delivery Oversee consistent execution of Visory workflows across all franchise accounts. Collaborate with internal teams (Customer Solutions, Onboarding, Product, Finance) to address franchisee needs. Maintain accurate, up-to-date account documentation within CRM systems. Support reporting and analysis of franchise performance metrics. Customer Advocacy & Continuous Improvement Represent the voice of the franchise network within Visory, identifying trends, risks, and opportunities. Share insights to enhance processes, tools, and service models. Support the rollout of process improvements and system updates to the franchise group. Commercial Support Monitor service delivery scope and ensure franchisees are receiving and paying for the correct service levels. Identify opportunities to add value through improved processes or service enhancements. Support renewal discussions and retention efforts. We’re looking for someone who has 2–4 years’ experience in account management, customer success, or franchise operations, ideally supported by CRM proficiency and exposure to structured service environments. Exceptional communication and relationship-building skills, with a proven ability to manage clients or franchisees effectively. Strong organisational and process-oriented mindset, balancing multiple priorities while maintaining high attention to detail. A commercial and analytical approach — understanding how operational decisions impact financial and business outcomes. The ability to collaborate across teams, solve problems proactively, and deliver consistent, high-quality customer experiences. What you'll love about working at Visory Shape the Future of Finance Operations: Play a key role in designing the workflows, tools, and standards that power a category-defining back-office platform for SMEs. Work at the Cutting Edge of Finance, Product & AI: Collaborate with product, engineering, and data experts to embed automation, streamline processes, and enhance service quality. Thrive in a Flexible, High-Growth Environment: Join a fast-moving, cross-functional team that values experimentation, continuous improvement, and genuine work-life flexibility across Australia and New Zealand. Make a Scaled Impact: Leverage your finance and bookkeeping expertise to influence how work is delivered across our entire marketplace—creating better outcomes for hundreds of businesses. #J-18808-Ljbffr