Customer Success Champion

You must be an Australian or New Zealand citizen OR have Permanent Residency in Australia. Applicants must be individuals, and not agencies seeking to outsource staff..

PURPOSE:

We are a digital assets fintech payments company that has been in the market for over 3 years and is at the forefront of financial innovation in Australia. Our Australian Stablecoin is designed to revolutionise the financial landscape by creating a more efficient, transparent, and accessible payment ecosystem.

We are seeking a passionate and technically-minded Customer Success Champion to join our growing team. This is a critical, hands-on role focused on ensuring our commercial and institutional clients have a seamless experience adopting and integrating our core platform via API and User Interface. The ideal candidate is highly technical, passionate about software development, and eager to apply those skills in a customer-facing capacity.

Your primary responsibility will be to act as a trusted technical advisor, guiding customers from initial onboarding through to successful, long-term implementation. This is a unique hybrid role, perfect for an individual looking to leverage their development skills to solve real-world customer challenges, contribute to our product, and make a significant impact in a fast-growing FinTech company.

KEY RESPONSIBILITIES:

The primary duties and responsibilities for this role include, but are not limited to:

• Customer Onboarding: Lead and manage the end-to-end onboarding process for new customers on the AUDD Mint platform, ensuring a smooth and successful technical setup.
• Technical Guidance & Support: Serve as the primary technical point of contact for customers, troubleshooting issues, answering complex questions about API integrations, and providing best-practice advice for implementation.
• Relationship Management: Build and maintain strong, long-lasting relationships with customer stakeholders, from developers to executives, understanding their business goals and ensuring AUDD helps them achieve their objectives.
• Developing New Features and Tools: Collaborate directly with the engineering team to design, develop, and deploy new features, functionalities, and tools, particularly those inspired by customer feedback and needs.
• Bug Fixes: Analyse bug reports and perform root cause analysis to identify underlying issues. Implement effective fixes and workarounds to resolve bugs promptly for our customers.
• Technical Documentation: Develop and maintain comprehensive customer-facing documentation, including onboarding guides, tutorials, API documentation, and knowledge base articles.
• Customer Advocacy: Act as the voice of the customer internally, translating their feedback into actionable technical requirements for our product and engineering teams.
• Proactive Success Management: Proactively monitor customer health and platform usage, identify technical risks or opportunities, and implement strategies to ensure customer retention and growth.
• System Improvement: Contribute to the enhancement of our existing systems and the development of new components based on insights gained from customer interactions.

QUALIFICATIONS:

Technical Skills:

• Programming Languages: Proficiency in Java. Familiarity with TypeScript is highly regarded.
• Cloud & APIs: Hands-on experience with AWS services (e.g., EC2, ECS, RDS, DynamoDB) and a strong understanding of REST APIs.
• Version Control: Proficient in using Git for source code management.
• Databases: Strong understanding and practical experience with SQL.
• Development Practices: Familiarity with Agile methodologies and CI/CD concepts.

Experience & Competencies:

• Proven experience in a deeply technical, customer-facing role such as a Solutions Engineer, Technical Account Analyst, Forward Deployed Engineer, or Enterprise Technical Support.
• Exceptional communication and interpersonal skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
• A deep-seated passion for customer success and a relentless drive to solve customer problems through technology.
• Strong analytical and problem-solving skills, with a high degree of technical aptitude.
• Ability to manage multiple priorities and projects in a fast-paced, startup environment.

Preferred Qualifications:

• Industry Knowledge: Experience or strong interest in the cryptocurrency, blockchain, or FinTech space.
• Full Stack Experience: Proven experience in both front-end and back-end development is a significant advantage.
• Automated Testing: Familiarity with automated testing frameworks.

Job Type: Full-time

Pay: $70,000.00 – $84,000.00 per year

Benefits:

• Work from home

Education:

• Bachelor Degree (Preferred)

Experience:

• RESTful API: 2 years (Required)

Work Authorisation:

• Australia (Required)

Location:

• Australia (Required)

Work Location: Remote