Customer Success Manager at ezyCollect

Customer Success, Full-time, Sydney sydney support full-time
Description
Posted a month ago

ezyCollect is a rapidly-growing Australian-founded B2B startup on a mission to eliminate late payments. ezyCollect is driven by a passionate and dynamic team, who love solving real business problems. 

We are one of Australia’s leading fintech scale-ups, with over 1,000 customers, over $12B in receivables under management, and more than 350,000 network members. Our vision is to empower our customers to grow their business through faster payments, integrated credit data, and process automation. 

Having recently completed another $6m capital raising, the business is heading towards global expansion and a listing on the ASX. We are only just getting started as we aim to change the culture of B2B payments globally. 

We are a team of over 60 across Australia, Brazil, and the Philippines and are looking to hire those with curiosity and perseverance who get excited about having a big impact in a growing startup.

Real Customer Success comes from the heart. You have the best customer management and business consultancy skills around. You’re passionate about engaging your customers and expanding their use cases. You have impeccable relational skills and can create win/win environments for all parties that you work with. If this is you, then you will love working with ezyCollect! We are a dynamic startup company, with a vision to make business easier for SME’s all around the world. You will be working on an exciting product to make it even better! We believe in fostering a flexible, results oriented workplace where our clients come first. There are a lot of businesses who are adopting our product and we would love your help in taking care of our customers! 

When you work at ezyCollect there are opportunities galore to learn and gain experience on all facets of a growing business including online marketing strategy, product development and enhancements business analysis. We are on the verge of product expansions so the right candidate won’t be limited to the outline of responsibilities below. If you are a go getter... come and get it! 

The Role

  • Delight customers with a superb customer experience as a new customer of ezyCollect
  • Own the successful set-up and on-boarding of new customers
  • Project manage implementation of software, liaising with partners, different levels of the organisation to get product up and running within right time frames
  • Be an expert in our product, updating customers on new features and educating them on areas where they could get more value 
  • Conduct training sessions (or refresher training for new users) for clients for (adjusting style and talk track to be relevant for different types of stakeholders) on how to use the platform and get the best from it
  • Manage the lifecycle of customers to ensure they have an exceptional customer experience with ezyCollect
  • Drive adoption, full utilisation and success of customers to ensure they renew
  • Work with customers to understand business outcomes they are looking to achieve and conduct quarterly business reviews 
  • Build superb customer relationships across your portfolio
  • Identify opportunities to upsell to relevant product offerings that customers would get more value of 
  • Churn management 
  • Complete all administration and support activities to get customer on-boarded  within the right time frames as well as maintaining CRM with accurate customer records and touch-points 
  • Work to identify and/or develop upsell opportunities
  • Advocate customer needs/issues cross-departmentally
  • Program manage account escalations
  • Requirements

  • You have a great and proven track record in a role of increasing customer satisfaction, adoption, and retention with a proven ability in introducing innovation and efficiency
  • Super customer focused – you’re someone who loves going above and beyond to create an awesome experience for customers
  • You demonstrate a desire for continuous learning and improvement
  • You love customers and are always willing to help and deliver business results 
  • A superb communicator with a high level of customer empathy and enabling people to see them get to successful outcomes and make changes for their business
  • You take initiative and don’t just stick to the task at hand, you are able to look outside the box
  • 2-3 years experience within customer implementation, on-boarding, training or project management , 
  • Account management or sales looking to move in customer success (preferably within a SaaS environment)
  • Adept in managing a high velocity project cycle, juggling 5+ projects at any one time and managing a high-volume portfolio of accounts
  • Ability to plan your time appropriately
  • Ability to work cross functionally – work closely with sales, marketing, product team, leadership etc.
  • Good experience with CRM, ideally Hubspot
  • Give work your all, make an impact but have fun doing so!
  • Life at ezyCollect

    We are one of Australia’s most exciting fintech startups and we pride ourselves in helping businesses getting paid faster and making better credit decisions, ultimately eliminating late payments. We are a very brave, fast-paced, customer-centric organisation and we are constantly experimenting and striving to achieve our next moonshot. At ezyCollect we’re a high-performing sports team. We are each stars in the ezyCollect constellation. We shine brighter together. 

    Some of our benefits and perks:

    Employee Share Options 
    Flexible working arrangements
    Employee SWAG
    Access to an award-winning full-spectrum EAP (Employee Assistance Program)
    Annual L&D budget
    Active Lunch Breaks 
    Quarterly Team Celebrations & Events 
    Weekly Virtual Games (Trivia, ezyQuizzy, charades, codenames, etc.)
    Birthday/Anniversary Gifts
    Weekly Meditation and Yoga 
    Access to interesting Lunch & Learns
    Having a large impact, a small team, and helping shape the future of ezyCollect 
    Joining a passionate team that rewards the right behaviours 
    Working with a product that customers love! >1,200 customers in >18 countries
    Clear career path, training, and coaching to help facilitate your career growth
    Insight/access into multiple facets of the business, giving a unique level of experience
    Fun and collaborative work environment guaranteed

    ezyCollect is a 2021 Circle Back Initiative Employer – we commit to respond to every applicant.