Customer Engagement Manager, APAC at Fathom

Full-Time, Brisbane, QLD brisbane full-time
Posted 18 days ago

About Fathom

Fathom is a fast growing global SaaS company, based in Brisbane, Australia. Our purpose is to give clarity and confidence to the courageous people behind every small business, and we are helping them make better decisions through our powerfully simple financial management platform. Fathom seamlessly integrates with the world’s leading financial accounting cloud software providers including Xero, QuickBooks and MYOB, as well as Microsoft Excel and Google Sheets, to help tens of thousands of businesses with reporting, forecasting, analysis, consolidations and benchmarking.

Listed as one of Australia’s Top 100 Innovation Companies in 2021 (The Australian Business Review), our 60k+ customers are a varied and diverse mix of international and local businesses and we’re proud to have a range of household names as our long standing customers.

We work in a hybrid model, 3 days in the office (soon to be a shiny new home in Everton Park). We are a diverse team, and home to some of the best in the business in their respective fields. We pride ourselves on a relaxed but professional culture, and offer several perks including a quarterly bonuses and professional development funds, as well as plenty of learning and growth potential.

About the role
The Customer Engagement Manager is responsible for managing the SMB customer journey through the early engagement stages to complete onboarding, ensuring new customers are set up for success on the platform. You be responsible for engaging new customers through webinars and events, converting our trialists into paid subscribers through consultative selling, and onboarding them to give them the best start on Fathom.

This role will manage one (or more) Customer Engagement Specialists, and will be responsible for their professional development, setting their goals, conducting quarterly performance reviews and making them as successful as possible in their roles.

What you'll be doing
- Speaking to prospective SMB customers over email and video demos to understand their needs, and get them set up on Fathom.

- Conducting webinars to demonstrate Fathom's features and benefits to business owners and finance leaders.

- Representing Fathom at industry events, virtually and face to face, being the expert on the SMB channel.

- Delivering on conversion and revenue growth targets.

- Leading a small team of engagement specialists.

What we're looking for

As we're a small team, we need you to be proactive, customer-centric and to take accountability for your area - a self-starter and team player combo. You'll need to able to demonstrate a successful track record in consultative sales, and have a passion for understanding customer problems. Being a good manager and mentor is a must, and some experience in the accounting software or B2B SaaS industry will give you a head start.