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 rapid‑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.
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