At Splitit, our Customer Success Managers work with many of our customers to foster relationships and drive business opportunities. Success Management lives between our Sales and Onboarding team to be an advocate for the customer as they launch on our software and start utilizing it. The Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. In this position, you will work closely with all Splitit departments to guarantee merchants’ satisfaction and help their global expansion.

Responsibilities:

– Serve as the point-of-contact of the customers on an ongoing basis to ensure their success

– Keep current, working knowledge of client’s goals & roadmap in order to optimize customer experience and satisfaction

– Assist new customers with training, customization of customer journey, and technical inquiries

– Communicate with customers on a daily basis, via email, phone and face to face meetings

– Ability to work with a variety of different personalities and styles across customer base

– Strategic knowledge of data analysis to understand what data is saying

– Present quarterly business analysis and metric reviews with customers as well as internal team members

– Collaborate with internal departments to support marketing, product development and sales

– Identify, pursue, and close new business opportunities to grow customer book of business

– Continued learning to stay abreast of current research, industry standards, and competitor activity and trends

Requirements:

– A minimum of 3+ years of experience in account management/customer success/customer-facing role

– Experience with B2C and international clients

– Fluent English speaker

– Exceptional communication skills

– Ability to think on your feet and react appropriately in challenging client engagements and situations

– Demonstrated skill in creating and presenting quarterly reviews to customers

– Be comfortable with and willing to travel up to 25% of the time while performing effectively in various environments

– Team player, with the power to make things happen

– Ability to work in a fast-paced environment

 

Location: Melbourne, Australia