Customer Success Manager

ABOUT TALON.ONE:

Talon.One is the most powerful incentives engine that unifies loyalty, promotions and gamification into one holistic platform. Backed by enterprise-grade security and scalability, Talon.One empowers companies to build personalized, profitable promotions and loyalty programs using any data.

Today, over 250 of the world’s most-loved brands including Adidas, Sephora and Carlsberg work with Talon.One to drive deeper engagement and lasting loyalty with their customers.

ABOUT US:

Talon.One is the most powerful incentives engine that unifies loyalty, promotions and gamification into one holistic platform.

Backed by enterprise-grade security and scalability, Talon.One empowers companies to build personalized, profitable promotions and loyalty programs using any data. Today, over 250 of the world’s most-loved brands including Adidas, Sephora and Carlsberg work with Talon.One to drive deeper engagement and lasting loyalty with their customers.

ABOUT THE TEAM:

As a Customer Success , you'll be part of a dynamic Post Sales team consisting of Customer Success Managers, Technical Account Managers and Solution Architects. We foster a collaborative environment and alignment with various internal stakeholders in Sales, Partnerships, Product, and Marketing. We prioritize strong collaboration, open communication, and mentoring to promote bi-directional growth. Talon.One is committed to creating an inclusive workplace, as we believe it is essential for both ethical reasons and to positively influence the tech industry as a whole.

ABOUT THE ROLE:

Building on strong performance this year, our team is expanding and we’re hiring a Customer Success Manager, APAC to support our rapid growth in Australia and our rapidly growing team in the APAC region.

As a Customer Success Manager, you'll build strong relationships to drive product adoption and turn customer insights into actionable feedback. You'll connect customers' marketing goals with our API-driven product, troubleshoot issues with our tech team, and design scalable success processes. Your communication skills will help enhance our enterprise solutions and streamline project management. 

This is a remote position with a requirement to be based in Australia.

ONCE YOU ARE HERE YOU WILL:

• 
  
• Build relationships with customers to understand their goals and pains, drive adoption, and translate that into actionable insights for our Sales, Marketing, and Product teams
  
• Connect customers’ marketing objectives with our technical, API-driven product and clearly explain complex product configuration steps
  
• Collaborate with technical operations (Customer Integration Engineer) and the development team to integrate Talon.One and troubleshoot technical issues
  
• Communicate at both one-to-many and one-on-one levels, across role types (tech/marketing), organization level, and cultures
  
• Document and share important information about our Customers to keep a clear internal record, build training resources, and reduce support tickets
  
• Drive retention and growth to your book of business, handling upsell and renewal conversations with a book of business
  
• Prepare and deliver strategic and business value to customers daily
  

WHAT WE NEED YOU TO BRING TO THE TABLE:

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• Passion for tech and experience with SaaS products and APIs
  
• Founded experience working in Customer Success, Account Management, or another client-facing role
  
• Experience working with diverse stakeholders both internally and externally Marketing, Developers, Sales, and Executives
  
• Exceptional communication skills in spoken and written English
  
• Empathetic, positive attitude with a desire to help our customers reach their goals
  
• Flexible approach and an ability to operate effectively with uncertainty and change
  
• Ability to manage a book of 15-20 accounts
  
• Experience working in the loyalty and promotion industry or relevant marketing-related experience
  

• 
  
• 1,600 AUD annual learning budget 
  
• 30 days of annual leave, plus extra paid days for your birthday and moving day
  
• 450 AUD home office setup budget, a 75 AUD monthly home office allowance
  
• Freedom to work from abroad for up to 90 days worldwide
  
• WeWork On-Demand access for flexible workspace solutions
  
• Mental health support with nilo.health
  
• Benefit from health insurance provided through our partner, including options with BUPA Australia and Aetna International
  
• We contribute the statutory 12% of your salary to yo