Smb Account Manager, Outbound

6 months ago

Sydney, Australia Afterpay Full time

Company Description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.

So we expanded into software and started building integrated, omnichannel solutions - to help sellers sell online, manage inventory, offer buy now, pay later functionality through Afterpay, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes - large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

**Job Description**:
As one of Afterpay's **SMB Account Managers**, you will help drive Afterpay’s continual growth by developing and executing scaled engagement programs for the unmanaged merchants in our SMB portfolio. We’re looking for an outbound calling, sales-focused, engaging Account Manager to engage our diverse unmanaged merchant base, driving retention and growth through outbound data driven campaigns.

Lastly, and most importantly, we want you to be passionate about Afterpay and what we stand for, for both our merchants and customers.

**We are much more than our job descriptions, but here’s where you will begin**
- Facilitate strong relationships through campaign outreach across a mixed portfolio of top-level SMB merchants to drive ongoing sustainable growth, engagement and merchant advocacy
- Develop and execute proactive save and re-engagement programs across the broader ANZ SMB base, supported by trigger base modelling to reduce churn and retain an active merchant base through high volume outbound calling
- Drive enhanced merchant engagement and GMV growth potential through actively encouraging and supporting merchants to participate in key Afterpay marketing initiatives (Afterpay Day), core SMB campaign activity (e.g. Support Small) and any bespoke activity with a direct GMV target
- Ensure technical support queries are promptly resolved either directly or by facilitating via our Merchant Services support team
- Ensure unmanaged account rate reviews are promptly actioned in line with the SMB pricing guidelines
- Identify and help scale best practices across a variety of areas for small businesses including marketing activities and visual merchandising
- Leverage a data-driven approach to identify merchant expansion opportunities across the SMB portfolio, including omnichannel expansion, cross border trade and in-store expansion, and assess the relevancy of any other new Afterpay product initiatives as they launch

**Who are you?**

Like us, you’ll be deeply committed to delivering positive outcomes for customers and passionate about shaping the future of Afterpay.
- You have a strong sales focus and are comfortable and efficient in a **high velocity** outbound calling environment
- You’re Customer-first and you will articulate our SMB partner needs, solve problems and identify opportunities for development and expansion
- You understand how businesses work and you’re focused on building mutually beneficial relationships with our SMB partners and can clearly articulate Afterpay's merchant value proposition
- You’re a team player and someone who develops strong internal and external relationships based on integrity and trust
- You take responsibility for your own personal development and growth and have a passion for learning
- You like to keep it real with your actions, be brave with your decisions, do the right thing for all our stakeholders and shape the future with excitement

**Qualifications**:

- 1-2 years of experience in Sales, Account Management or Customer Success, where you've worked with retailers
- You have a strong sales focus and are comfortable and efficient in a high velocity outbound calling environment
- You’re Customer-first and you will articulate our SMB partner needs, solve problems and identify opportunities for development and expansion
- You understand how businesses work and you’re focused on building mutually beneficial relationships with our SMB partners and can clearly articulate Afterpay's merchant value proposition
- You’re a team player and someone who develops strong internal and external relationships based on integrity and trust
- You take

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