Job Description
Join a fast-growing team and make a real difference for thousands of Australian businesses-keeping them engaged, supported, and growing!
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Direct impact on retention and revenue growth
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Clear career pathways and
growthopportunitiesfor
the right candidate
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High autonomy-trusted to own your patch from day one
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Customer Engagement Specialist
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Join a fast-growing team and make a real difference for thousands of Australian businesses-keeping them engaged, supported, and growing!
n
n
Direct impact on retention and revenue growth
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Clear career pathways and
growthopportunitiesfor
the right candidate
n
High autonomy-trusted to own your patch from day one
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About this role
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This role sits within our Customer Success team and
reportsdirectlytoourHead
of Customer Success.It'sa newly created position built for someone who thrives on volume, variety, and the satisfaction of turning a difficult conversation into a win.
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You'llown a portfolio of volume customers acrossall theCitationGroup brands-proactively reaching out at scale toretainclients, uncover cross-sell and upsell opportunities, and handle cancellation conversations with confidence and care.
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Thisisn'ta 1:1 account management role-it'sabout working
smart,identifyingthe
right clients to engage at the right time, and creating real value across a large base.
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Proactively engaging volume customers via phone and written outreach to drive retention andidentifycross-sell/upsell opportunities
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Managing and turning around cancellation conversations-knowing when to escalate and when to take ownership
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Segmenting the client base to prioritise outreach and focus effort where it matters most
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Collaborating withteam members, and other internal teams to deliver value at scale (think webinars, campaigns, enablement)
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Building and refining outreach cadences and call scripts as this function takes shape
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Whowe'relooking for
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You'reconfident on the phone, comfortable with difficult conversations, andyouback yourself to find a way through. Youdon'twait to be handed a script-you take initiative and look for ways to make your work better. Beyond that,here'swhat will set you up for success:
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Experience in phone-based sales, junior BDM, or customer success-you'renot afraid of volume outreach
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Robust written and verbal communication-you know how to adapt your style to the person on the other end
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Background in HR tech, payroll SaaS, or B2B software-ideally, you understand the world our clientsoperatein
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Comfortable being uncomfortable-resilient, self-motivated, and genuinely hungry to grow
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Familiarity with Salesforce or similar CRM tools-bonus points for Monday.com experience
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A team-first attitude with the accountability to own your patch and the ambition to grow beyond it
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Why joinCitation Group?
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We'renot your average employer-we'vebeen named an Employer of Choice for 9 years running,



andwe'reproud of the culture that earned us that.Here'swhat you canactually expect:
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Flexibleworking, genuinely. Hybrid across Sydney, Melbourne, or Brisbane-at least 2 days in office.
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Competitivesalary + benefits.
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Parentalleave up to 12 weeks paid-because family comes first.
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Birthdayleave because nobody should work on their birthday. Full stop.
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Volunteerday leave to give back to causes you care about.
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Reward& recognition that goes big-yes, including trips to Bali. Justsayin'.
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Realgrowth-we'retripling in size. Your ceiling is high.
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Hightrust culture-we back our people and get out of their way
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AboutCitation Group?
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At Citation Group we bring together real-world HR, Safety, Legal and
Certificationexpertisealong
with adaptable workforce management and payroll technology-helping businesses run with confidence every day.
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We'regrowing fast, dreaming big, and doing good things for businesses across Australia, New Zealand,Canadaand the UK. Backed by a UK-based Private Equity parent,we'reon track to triple the size of the business over the next few years-and we want brilliant people along for the ride.
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Find out more
atwww.citationgroup.com.au
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Next steps?
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Hit theApply button with your updatedCV.
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Applicants must havefull legal rights to work in Australia with no restrictions.
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📌 Customer Engagement Specialist (New South Wales)
🏢 Citation Group
📍 New South Wales