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Customer Success Manager

vor 4 Monaten

Sydney, Österreich Letsweel Vollzeit

About Weel

Weel (Previously Divipay) is Australia's leading spend management solution, providing software to help businesses streamline and control company-wide spending.

We lead with heart and humility as we work towards becoming the epicentre for how every business manages and spends money. And to achieve this vision, we keep our colleagues and customers at the forefront of every decision. We believe in a culture of collective accountability, where every team member's contribution is valued as the key to our success.

We've hit some major milestones, including a successful $20m Series A raise. Our funding is being put to good use, helping us to grow and strengthen our product offering, and most importantly, invest in a team of exceptionally talented people.

A number of notable highlights and accolades we're proud to include:

- Joining forces with payment providers, Visa and Nium, to bring even more value to our customers.

- The successful launch of our sophisticated new brand that positions us for future growth beyond Australia

- Listed on the Australian Financial Review - Most Innovative Companies

- Winning 'Partnership of the Year' alongside Slyp at the 2022 Finnies

- Shortlisted in the Best Small Business App category for the Xero Australia FY23 Awards

- Welcomed over 1,000 attendees at our inaugural Virtual CFO Summit in 2022.

It's hard to put into words what makes our culture at Weel so special. But one thing's for sure - we'll always give you the space to explore your passions and have some fun along the way.

We love our face to face time and operate in a hybrid environment, with 3 days a week based in our central Sydney CBD office.

As a Customer Success Manager at Weel, you will create exceptional experiences and sustained value for Weel customers by acting as their technical and trusted advisor and advocate from post-sale through renewal and beyond. You will guide them through the journey of meeting and exceeding their ROI goals and drive strong adoption of the Weel platform.

You will drive customer retention and growth, support product onboarding, serve as the voice of the customer, and manage risk and opportunities/threats. You will also use data to monitor customer engagement and coordinate cross-functional teams under common goals and objectives.

A day in the life…

- Lead the onboarding process for new customers by understanding customer needs, facilitating Weel product onboarding, and establishing a governance framework to manage/monitor ongoing interactions

- Support the customer through the organisational change by ensuring effective user training and business process alignment towards user adoption

- Establish and maintain strong, long-term relationships with customers

- Identify opportunities for upselling and cross-selling Weel products and work with the sales team to maximise account growth and revenue

- Proactively manage customer renewals and ensure high retention rates, working to prevent customer churn including awareness of how to navigate champions, influencers, blockers, decision makers and buyers

- Monitor customer access metrics and KPIs, including usage statistics and user engagement and report on progress via business reviews and governance meetings

- Gather and relay customer feedback to the product development team for continuous product improvement

- Encourage and facilitate customer advocacy by identifying success stories, case studies and references that can be shared within the community

Skills we’d love you to bring along

- 2-5 years of experience in a sales role (Implementation Specialist, Customer Success Manager, Account Manager, Account Executive etc)

- Proven experience in achieving and exceeding customer retention and sales targets

- Strong technical and communication skills both written and verbal; demonstrating diplomacy, tact and poise when working through customer issues and escalations

- Experience supporting other SaaS applications within accounting integration apps - Xero, Netsuite, MYOB

- Ability to analyse existing processes and make data-driven recommendations around system improvements and more efficient processes

- Quick tech learner, with experience in training, teaching and guiding customers through a technical process.

Our growing list of Weel perks:

Options package - we feel and act like owners because we are

Birthday leave and a budget to celebrate you

Country-wide team events (and travel budgets for interstate employees)

We offer a progressive parental leave policy to ensure that all employees can take the time they need to care for their families - Including fur babies

Monthly budgets for team bonding

️Wellness leave (no need to throw a “sickie” – your mental wellbeing is just as important as your physical health)

????Study leave and limitless career-growth opportunities

️???? Access to our Uprise Employee Assistance Program

Pet-friendly offices

We love our WeWork space right in the heart of the city. With bottomless mugs of free coffee, puppy picnics and regular recreational events, there’s something for everyone We're a hybrid workplace with flexibility to promote a healthy work-life balance.

We're better together

At Weel, we’re committed to fostering a genuinely inclusive and equitable workplace that promotes and values diversity: a place where everyone can bring their authentic, whole selves to work.

We celebrate uniqueness and diversity of experiences because we know that bringing together different points of views is our strength.

If you don't think you meet all the requirements of the role, but align with our values, we would still love to hear from you

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