Customer Success Manager

2 months ago

Sydney, Australia ezyCollect Full time

**Why join ezyCollect**
- In the time it takes you to read this job ad, our platform collects around $58,991.86 from businesses that struggle with late-paying customers. Since 2016, ezyCollect, with over $17B in receivables under management, has been helping 1,200+ businesses reduce their overdue invoices by 43% on average._

ezyCollect is an Australian-founded B2B SaaS FinTech on a mission to eliminate late payments in the Food & Beverage, Wholesale Building Supplies and Education industry. Our invoice-to-payments subscription software complements accounting/ERP software (MYOB, Xero, NetSuite, SAP etc.) to automate the process of getting paid. We are expanding our products and services as well as our team We are a team of over 60 across Australia, New Zealand, Brazil, the Philippines, the USA and Canada. ezyCollect is driven by a passionate and dynamic team, that loves solving real business problems using the latest technology to get businesses paid on time every time. Our vision is to empower our clients to grow their businesses through integrated and faster payments, the latest and most accurate credit data and process automation.

**Customer Success Manager**
Real client success comes from the heart. You have the best client management and business consultancy skills around. You’re passionate about engaging your clients and expanding their use cases. You have impeccable relational skills and can create win/win environments for all parties that you work with. If this is you, then you will love working with ezyCollect

**The Role**

**_
Onboarding / Implementation_**
- Delight new ezyCollect clients with a superb client experience
- Own the successful set-up and onboarding of new clients
- Project manage implementation of software, liaising with technology partners and different internal/external stakeholders to ensure your client is up and running within the set/expected time frames
- Be an expert in our product, updating clients on new features and educating them on areas where they could get more value
- Conduct training/refresher sessions for clients on how to use the platform and get the best from it

**_
Account Management & Support:_**
- Manage the end-to-end lifecycle of clients to ensure they have exceptional client experience through their journey with ezyCollect
- Drive maximum product adoption, utilisation and success of clients to ensure they renew
- Work with clients to understand business outcomes they are looking to achieve and conduct meaningful business reviews
- Build superb client relationships across your portfolio
- Work to identify and/or develop opportunities to upsell to relevant product offerings and able to meet monthly and quarterly targets
- Work on renewal plans
- Churn management
- Complete all administration and support activities such as intercom chat, helpdesk tickets as well as maintaining CRM with accurate client records and touch-points
- Advocate client needs/issues cross-departmentally
- Project manage ongoing support tickets and escalations
- Work closely with the technical team and product team to ensure timely resolution of any issues the client is experiencing.
- You have a great and proven track record in a role of increasing client satisfaction, adoption, and retention with a proven ability in introducing innovation and efficiency
- Super client focused - you’re someone who loves going above and beyond to create an awesome experience for clients and deliver business results.
- You demonstrate a desire for continuous learning and improvement
- A superb communicator with a high level of client empathy You take initiative and don’t just stick to the task at hand, you are able to look outside the box
- You are super resilient in the face of challenges and thrives in a fast moving environment
- You are not afraid of change, you embrace it

**The Role Requirements**
- Minimum of at least 2-3 years experience as a Customer Success Manager or Account Manager in a high volume/fast paced environment, preferably in a SaaS, Fintech or Payments company.
- Must be flexible to accommodate limited US/NZ/UK hours as and when required
- Experience working with payment processors/service providers is highly desirable but not essential.
- Background/experience in Account Management, Sales and or Project Management
- Consultative selling and training experience; dealing with international customers and managing a large client portfolio
- Adept in managing a high velocity project cycle, juggling multiple projects at any one time and managing a large portfolio of accounts
- Ability to plan your time appropriately
- Ability to work cross functionally - work closely with sales, marketing, product team, leadership etc.
- Good experience with CRM, ideally Hubspot, Confluence/JIRA and other technology tools
- Experience with online accounting software like Xero or MYOB or other ERP/Accounting software as well as background or familiarity in credit risk assessment will be advantag

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