ISO Relationship Manager (MPS) at Tyro

Account Management, Full-time, 55 Market St, Sydney, NSW sydney full-time
Posted 8 days ago

Why work for us

We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.

Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our over 500 strong team of Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of banking for Australian businesses.

🎥 Take a look here what it's like to work at Tyro

The Customer Success team is a huge part of Tyro’s growth and success and responsible for managing a portfolio of Retail and Hospitality small and medium size customers. We actively maintain a strong culture that allows us to be more flexible and offer our customers a higher level of service than other banks. We provide core banking services to over 35,000 small and medium business across Australia. 

Reporting to the Customer Success Team Lead, you will be a vital member of the Customer Success team. Your key responsibility will be to establish new relationships and grow existing relationships across a portfolio of MPS customers, provide portfolio insights back to the MPS team, identify opportunities to up-sell and add value into this portfolio and feeding these opportunities back to MPS and reduce churn through establishing a proactive and individual approach. 

Main activities

  • Grow and retain the existing ISO merchant portfolio
  • Coordinate roll-outs of large groups
  • Manage a portfolio of existing Tyro merchants for retention and cross-sell
  • Generate referrals for new business by fostering strong relationships with existing customers
  • Complete additional site requests (channel remains as ISO)
  • Assist the ISOs and ISO Partner Manager for pricing and reporting requirements
  • Action churn/retention triggers
  • Collaborate with ISO and internal pricing teams/tools for pricing of existing merchants
  • Receive minimum application from ISO team member, and review documentation to check for completeness
  • Outbound application follow up directly with the merchant until the application is fully completed and submitted
  • Assist ISO team members with Salesforce requirements for applications
  • In collaboration with the ISO On-boarding Specialist, follow up with the merchant post terminal delivery to ensure successful activation, integration, surcharging set-up (where applicable), first transaction. Including ensuring merchant has access to the Tyro Merchant Portal
  • Effective communication and collaboration with ISO teams and other internal stakeholders (including the ISO Administrators and Customer Support) to ensure exemplary support of merchants
  • Assist with process improvement to help better the customer journey
  • Be able to investigate and problem solve to resolve any unusual customer scenarios
  • Assist the wider Customer Success Team with any other work or projects
  • Risk Management

  • Responsible for the identification and management of risk in day to day responsibilities.
  • Comply with Tyro policies and procedures including completing mandatory training within the required timeframes.
  • Role model positive risk behaviours and contribute towards a strong risk culture at Tyro.
  • About you

  • Account Management or B2B sales experience preferred
  • Have an enthusiasm for customer service
  • Have a keen attention to detail and follow-up
  • Have excellent time management
  • Build strong relationships both with customers and internally
  • Continuously look for opportunities for process improvements
  • Have loads of initiative
  • Contribute to the energetic and vibrant Tyro culture
  • Perks & Benefits
    We offer some amazing employee benefits such as a flexible working environment with a mix of in-office and remote working, learning & development opportunities for professional and personal development, 16 weeks paid primary carers leave, 12 weeks paid secondary carers leave, annual team based volunteer day, novated leasing, social events which includes multiple craft beer kegs (selection of beers carefully selected by our beer connoisseurs), wide selection of wine, variety of snacks and a ping pong table, selection of board and video games and many more!

    Our Story
    Launching in 2003, Tyro has grown to become Australia’s largest EFTPOS provider of all ADIs outside the big four banks. With over 500 staff, $20.1 billion in transactions in FY20, we’re much more than an EFTPOS provider – Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With 10 industry firsts to market, Tyro is a leader in credit, debit and EFTPOS card acquiring, Medicare and private health fund claiming and rebating services to Australian businesses.

    Wow the Customer - We love our customers and we want them to love us too.
    Be Good - We're open and transparent, and we do the right thing - even when nobody's watching or it's really hard.
    Commit to Greatness - We think big, move fast and dare to be different. We're always asking "what's next?"
    Stay Hungry - We ooze passion and determination and we play as a team to win.

    Privacy and Submitting your Application
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    Tyro does not accept unsolicited agency CV’s.  Please do not forward resumes to the team if you are not one of our listed preferred recruitment partners. Tyro is not responsible for any fees related to unsolicited resumes.