Customer Growth Partner

Company Description

Take a seat on the Xplor rocketship and join us as **Customer Growth Partner** in Melbourne to help people succeed across the world.

From dropping your kids off at childcare, getting something at home repaired, going to the gym or a fitness studio, to picking up your dry cleaning — our software, payments, and commerce-enabling solutions help everyday life businesses to overcome obstacles and form great relationships with their customers.

**Job Description**:
**About the opportunity**

You’ll join Xplor Childcare & Education and our Sales team — the team that provides the support and expertise educators need to manage their centres smoothly, improve parent engagement, and deliver the best educational experience, so that they can focus on what really matters - helping children succeed.

Reporting into the Head of SME, you’ll help us provide the best post-sales experience possible for Xplor Education customers to get the most out of our Payments products, ensuring they are effectively onboarded, retained and actively using and loving Payments, whilst representing the culture and dedication to customers Xplor is known for. Some of the other responsibilities you’ll have:

- Assisting new customers with activation and adoption of Xplor’s Payments product
- Problem-solve and reactivate dormant/inactive Payments customers through product adoption analysis, education and incentives
- Work closely with Rev-Ops to proactively identify and engage Payments adoption opportunities from the Xplor Education existing customer base
- Maintain up-to-date knowledge of Xplor’s products and features, specialising in Payments (Debit Success)
- Use a consultative approach by offering strategic payments adoption solutions with all customers post-onboarding
- Liaise with cross-functional teams on structuring and executing operational and strategic initiatives to increase product adoption and revenue
- Develop, implement, and iterate the best practices solutions for customers in managing payments
- Managing post-onboarding processes for customers using strong product knowledge, relationship-building, and project management skills
- Collaborating with other Account Executives (Sales) during the customer’s transition to the post-onboarding stage
- Collaborating with the Product and Development teams to properly communicate common customer issues and trends observed
- Developing and maintaining objection handling guidance/materials for internal use by the wider sales team
- Tracking and reporting on activities in our internal systems, including detailed and important updates for all customer interactions
- Being a proactive member of the team by advocating customer needs internally
- Maintaining broad knowledge of all company products, services and promotions

**Qualifications**:

- 2+ years of experience in client-facing Sales / Customer Success / Account Management / Support roles & conflict resolution, ideally in a SaaS or technology business
- Significant experience, and a history of success, in driving individual and team performance towards defined objective.
- Excellent written and verbal English skills
- Exceptional relationship-building skills with a confident phone manner and active listening skills
- Ability to communicate complex ideas in ways that are easy to understand
- Empathetic, emotionally intelligent, and driven to provide outstanding customer experience
- Strong understanding of direct debit and real-time payment solutions
- Strong proficiency in Microsoft Excel and data management
- Must be an Australian citizen or have eligibility and documentation demonstrating your right to work in Australia
- Must hold or can obtain a Working With Children Check

Additional Information
**What does it mean to work for Xplor?**

Our four core values - Make life simple, Build for people, Move with purpose and Create lasting communities - are key to who we are and guide us from how we hire to how we recognise our team members.

Some of the perks of working with us:

- Unparalleled opportunities to learn and accelerated career development
- A collaborative, team environment with people who truly love what they do
- 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
- Unlimited access to Udemy for Business, 10% of your time devoted to growing you and your career, and further support to help you grow
- Access to mental health support
- Flexible working (Hybrid)

**More about us**

We're the first global platform integrating software, payments and Commerce Accelerating Technologies to help businesses succeed. We offer software solutions for businesses in fast-growing ‘everyday life’ industries: Childcare & Education, Fitness & Wellbeing, Field Services and Personal Services - and a global, cloud-based payments processing platform.

With operations in North America, Australasia, Europe, and the UK, we serve over 75,000 businesses that processed over $27 billion in p