Client Success Officer

Be part of a high performing team and have excellent career growth opportunity
- Support Client Partnership Managers in managing the service provided to clients
- We offer a hybrid working model

**Our client’s success is our success. And you make it happen**

Payment systems are complex, regulated and everchanging. We are an established market leading brand who are focused on driving client growth. We’re at the forefront of innovation punching above our weight. We’re enabling the future for our clients through tech like NPP and open banking.

We are an unlisted public company and one of five licensed banks in Australia with full direct connectivity and production capability across all domestic payment systems. Whilst the major banks leverage this capability for their consumer and business clients, our B2B model focuses on enabling other banks, fintech’s and corporates to deliver innovative and competitive payment and digital solutions to their clients and customers.

**We are looking for a Client Success Officer to join our Client Partnership team.**

Reporting to the Senior Manager, Client Partnership, this role is to work closely with the Client Partnership Managers (CPM) and external clients to ensure exceptional client experience and service delivery is provided.

The Client Success Officer anticipates client challenges or queries and proactively provides solutions and answers to increase client satisfaction. The role is also responsible for handling more complex operational queries, resolved through interactions with the client and internal stakeholders.

The Client Success Officer will identify, recommend, and deliver process improvement initiatives to better service clients, through trends analysis and client feedback.

As a Cuscal Client Success Officer, you will:

- Support CPMs as required in day-to-day client servicing including coordination of client onboarding, training, adoption, retention and offboarding.
- Escalation points for operational and more complex queries
- Responsible for client operational meetings, governance, and Post Incident Report (PIR) distribution
- Responsible for centralised client activities including RFP support, Account Plans, contract governance, offboarding and compliance.
- Provide expert problem management (third level support) for difficult client issues, working with relevant internal stakeholders.
- Identify, recommend, and deliver processes improvements to increase efficiency and improved client experience.

**What’s in it for you?**

When you join Cuscal, you become part of something bigger. You will work with a close-knit team with fantastic opportunities to learn and grow in your career. You’ll be working for a values-based organisation that supports development, internal career moves and flexible working.

**About You**

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Additionally, we invite you to have the following to be considered for this opportunity:

- Experience and an understanding of the payments/retail banking environment (highly desirable)
- The ability to create presentations and experience in working with tenders.
- Proven track record of working in a B2B client facing role and operational service delivery management experience.
- Skills working in a fast-paced environment with the ability to manage multiple priorities in an effective and proactive manner.
- Attention to detail and the experience of working in a deadline driven environment.
- High level of written and verbal communication skills and the aptitude to be able to communicate with diverse range of stakeholders in a multilayered environment.
- Demonstrated experience of building and managing strong stakeholder relationships in a collaborative and consultative manner.
- Critical thinking mindset and the ability to analyse problems and provide strategic solutions.
- Tertiary qualifications in a finance or technology discipline (desirable) or equivalent experience

**Why Cuscal?**

We are a leader the rapidly evolving world of Open Data and payments, and we are committed to providing a diverse and inclusive workplace where the very best talent in Australia can thrive. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of educational, financial, lifestyle, health & wellbeing benefits.

**Next Step