Customer Success Director

Role: Customer Success Account Director

Location: Australia (east coast)– 5 days a week working from home-

**part-time/flexibility with fixed hours each day up to 20 hrs per week**.

A small amount of travel is required.

TruRating – be part of something which will change the world.

Take the plunge. Live the dream. Do something which you know will touch the lives of millions of people the world over every single day, which will change the way businesses and consumers think. Get out of bed in the morning for that adrenalin hit, love the pace, love the challenge, love doing what has never been done before – and love being the best you've ever been. And what's more, owning part of what you've created.

TruRating is a performance intelligence company that improves businesses, benefits consumers, and donates to charities. Our patented technology connects how millions of people feel everyday with their purchase behaviour allowing us to help improve the multi-channel experience for consumers and optimise performance for merchants and CPGs.

We partner with the biggest payment companies in the world, and our unique integrations mean we are delivering an unprecedented dataset. No other business in the world is combining online and offline sentiment and consumer behaviour data in huge volumes, at near to real time.

Our customers include some of the best performing and highest-profile retailers in the world – and the group is growing all the time. We are collecting millions of ratings and over 150m data points every week and are 'live' in the UK, Europe, North America, Australia, and NZ. With over one billion ratings under our belt and global patents granted we have big plans for the future

The role:

You will take pride in helping our customers (merchants) get the very best out of our products, managing relationships across the full range of TruRating customers. From niche merchants to large network retailers, you'll happily support merchants through their TruRating journey.

With no two days being the same you'll pivot from ensuring seamless activation of new customers to employing multiple strategies to maintain strong positive relationships with your assigned customers and ensuring they are continually achieving value from our platform. You'll be with them from the ground up providing training (pre-launch and ongoing), smooth merchant onboarding, and ongoing relationship and success plan management, celebrating their wins and helping them find actionable insights to grow their business. Comfortable with data, you'll enjoy working with our global Data & Insights team to guide and shape deep-dive analytics and have previously shown value to your customers by presenting and explaining data insights.

The successful applicant will be a fantastic communicator with a warm, enthusiastic, and friendly personality and who is adept at managing multiple relationships concurrently and maintaining a strong bond with each. You have demonstrated experience of long-term customer retention and revenue growth, in a B2B environment, retail or hospitality being a bonus.

You are a natural problem solver, ready to ease our merchants through any issues and successfully manage enquiries through to resolution. You will have previously trained individuals on a product or service and should enjoy working alongside internal teams to achieve successful outcomes. Working so closely with our customers, you will be in a highly desired position in the company where you get to provide customer feedback that will help shape our products and services as we go on to bigger and better things.

Key responsibilities

· Close merchant management to support the long-term retention of merchants.

· Maintain strong relationships across your merchant group and at all levels within merchant hierarchy.

· Strategy Development: Collaborating with retail teams to develop data-driven CX strategies.

· Partner with merchants to continually identify and guide on key business needs and success metrics and to craft and execute plan to achieve.

· Garner merchant advocacy (via testimonials, case studies, etc) and ensure measurable ROI is achieved.

· Seek opportunities to upsell services to merchants and thereby drive increased revenues from the base.

· Manage merchant communications ongoing (face-to-face and electronically).

· Deliver frictionless merchant on-boarding and ongoing training.

· Demonstrate TruRating utility to merchants through interpretation of ratings and transactional data and case study generation.

· Provide regular internal reporting against key metrics (i.e. merchant retention and satisfaction criteria) and against budget where applicable.

· Exceptional ability to multitask.

· Provide support where necessary and relevant to the Global Head of Customer Success and to other emerging TruRating markets.

· Represent the voice of customers and provide input that will shape our product roadmap.

· Anticipate and identify issues and escalation path as appropriate.

We would love to bring on board someone who the following skills:

· Experience. 3 years+ of experience in customer success, account management within a SaaS, retail or technology environment. Retail experience is essential and preferably some sales experience.

· Communication skills. Excellent verbal and written communication skills with a focus on relationship-building, customer advocacy, and active listening.

· CRM tools. Proficiency with CRM tools like Salesforce or HubSpot to manage customer data, track performance metrics, and identify expansion opportunities. Familiarity with NPS tracking tools and reporting systems is a plus.

· Problem-solving. Strong problem-solving abilities and experience in resolving customer issues in a timely and efficient manner. A good customer success manager should have a proactive approach to identifying potential problems before they escalate.

· Collaboration. Ability to work collaboratively with cross-functional teams, including product management, sales teams, and customer support, to ensure the successful implementation of customer success initiatives.

· Metrics and KPIs. Experience tracking key metrics, customer retention, churn, and upsell rates, to measure performance.

· Customer-centric approach. A passion for delivering excellent customer experiences and building long-lasting customer relationships.

· Onboarding and training. Experience with onboarding and training new customers and helping them get the most out of the platform.

· A technical mind - that understands and is excited by technology and data trends and is comfortable communicating these from a retailer's perspective.

· Passion & enthusiasm - and believes in the huge TruRating opportunity, is a 'doer' and can build and drive key external relationships and is excited by continuing the growth in ANZ

· An ability to interpret data to uncover and communicate actionable insights and lead through change management processes

· Tools. Proficient with Excel and PowerPoint and experience with BI tools

· Fantastic organizational skills - with the diligence to update our CRM system, run merchant reports and keep detailed notes about customer discussions

· Self-reliant, resilient, and proactive with high levels of motivation to make things happen, deliver effectively and efficiently

· Loves being part of a high performing team and adds enthusiasm and the drive to overcome challenges and turn them into opportunities

· A shared vision - and is excited by working in a business that is going to improve the world; someone who 'gets' the TruRating ethos and embraces our values. We are highly driven but doing business 'the right way' and fun are core to all we do

· Sales experience is a bonus

TruRewards

TruRating offer our TruFamily members many benefits including 25 days holiday, a generous share options package, a fun and creative working environment, plus our fun summer and winter days out.

If you are excited about this role but your experience doesn't align perfectly with every qualification in the job description, please apply anyway : ) Studies in this area report that some groups of us – like people of colour, people with disabilities and people from LGBTQ2+ communities, women etc. are less likely to apply to jobs unless we meet every single qualification. Here at TruRating we are committed to providing the most welcoming and inclusive work environment - free from any form of discrimination and inequality. What makes TruRating is us all thriving as part of a diverse and supportive culture – and we would love to welcome you to it : )

Job Type: Part-time

Expected hours: No more than 20 per week

Benefits:

• Work from home

Experience:

• customer success: 3 years (Required)

Work Authorisation:

• Australia (Required)

Work Location: Remote