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Customer Retention Manager

3 months ago

North Sydney Council, Australia Eftsure Full time

OverviewApplication

Description

Eftsure, is a fast-scaling SaaS (Software-as-a-Service) Fraud Technology platform that protects the B2B payments of Australian businesses by providing real-time vendor (supplier) verification and real-time payment protection. In a world of explosive and evolving cybercrime and payment fraud we ensure our customers never pay the wrong people

Our vision is to be the Security Standard for B2B payments with continual platform evolution and international expansion. Our mission is to support the Australian business community to transact securely.

Reporting to the Head of Customer Success you are responsible for fostering and strengthening key relationships with our broad base of customers focusing on deepening customer loyalty and retaining their business by applying best practices for recurring revenue management.

Key Responsibilities include:

  • Drive recurring revenue growth.
  • Be ahead of customer renewals in advance of expiration and through to closure.
  • Awareness of at-risk renewals (predictive churn/attrition) and orchestration of remediation plans to address issues.
  • Measure key performance metrics related to churn and retention efforts.
  • Design and implement customer retention strategies to increase loyalty and retain business.
  • Partner with the Customer Success Managers to ensure customer growth, delight, and retention of customers.
  • Leveraging data to monitor the health of the customer portfolio and complete frequent analysis of customer behaviours that act as lead indicators for churn reduction, product adoption and revenue growth.
  • Taking action on data to triage, research and address trends in customer behaviour.
  • Manage renewal negotiations according to best practices and disciplines.
  • Ensure existing contract terms and conditions are in with the renewal quote and negotiations. Be familiar with existing customer terms and leverage opportunities to maximize revenue accordingly.

About you:

You will have approx. 3 years of experience in a similar customer-facing or Account Management role in a SaaS business.


• Strong technical focus and knowledge of MS Office products.


• Customer Renewal experience with a proven record of retaining customers that are considered churn risks.


• Excellent written and oral communication skills.


• Confident and engaging training and presentation skills


• Well organised and can manage a large portfolio of customers independently.


• Able to deal with conflict and devise potential solutions for our customers.


• A strong work ethic and focus on delivery.


• Demonstrate the Eftsure values in your day-to-day work with your team members and customers.


• An excellent ''can-do' attitude.

If this sounds like you, we would love to hear from you

Role Type

Hybrid
• Permanent
• Full-time
• Mid-level Senior

Company Overview

Eftsure, is a fast-scaling SaaS (Software-as-a-Service) Fraud Technology platform that protects the B2B payments of Australian businesses by providing real-time vendor (supplier) verification and real-time payment protection. In a world of explosive and evolving cybercrime and payment fraud we ensure our customers never pay the wrong people Our vision is to be the Security Standard for B2B payments with continual platform evolution and international expansion. Our mission is to support the Australian business community to transact securely.

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