Customer Success/Account Manager (Hybrid Role - Office/WFH) at Divipay

Sales, Full time, Sydney, New South Wales sydney sales support full-time
Description
Posted a month ago

About us!

We're a passionate, curious and collaborative team of go-getters on a joint mission to revolutionise modern financial management software, and empower our thriving community of finance leaders. We lead with heart and 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 a key to our success. 

DiviPay is an Australian founded fintech company that provides an all-in-one spend management tool to help SMEs instantly issue virtual corporate cards, control spending and automate expense reporting. We are proud to be Australia’s leading expense management solution.

Find out more about DiviPay on our website. We're about to embark on a fancy website revamp and we're excited to share our new look with you soon!

Your impact!

Join DiviPay as our first Account Manager! Represent the voice of the customer and collaborate with Sales, Implementation, Support, Product & Engineering and Marketing to optimise our customer experience.

Our co-founders, Dan & Russ have spent the past few years perfecting a trailblazing product that is turning SMB banking on its head. Your mission is to deliver best-in-class services and support to our customers by developing creative and personalised strategies for their business to drive up/cross sell, retention and engagement activities.

A day in the life...

  • Achieve monthly renewal and upsell revenue targets 
  • Support and engage our customers to expand and increase DiviPay usage at scale
  • Manage a pipeline of opportunities and forecast to budget through the use of DiviPay CRM 
  • Work closely with other Sales functions to seamlessly transition customers from on-boarding to active users to develop a strong understanding of customer goals, current and future needs and other insights to identify further revenue opportunities.
  • Understand your customers' process and advise on solutions that align to their needs and strategic goals, driving deeper product engagement, usage and overall happiness.
  • Work closely with the Product & Engineering teams to maximise cross-sell and upsell opportunities 
  • Develop a trusted advisor relationship with customers and the key executives in their business
  • Base account strategy and priorities on analysis and data relating to our customer’s health. 
  • Proactively take action to improve expansion, referral and combat churn 
  • Identify and interpret key insights in customer data and share customer learning with Sales, Marketing and Product & Engineering teams
  • Assist with challenging client requests or issue escalations as needed
  • Skills we'd love you to bring along

  • Proven track record in consistently overachieving revenue targets
  • Strong CRM experience to drive opportunities, time management and sales process.
  • Experience within B2B SaaS Customer Success, Account Management or similar roles working with accounts of various sizes
  • The drive and energy to manage multiple accounts while looking for new opportunities to increase active users 
  • Ability to build trust and rapport and develop positive relationships both internally and externally
  • Ability to empathise with customers and position yourself as a trusted advisor and inspire change
  • Strong general industry knowledge to help guide customers on business process improvement
  • Highly collaborative way of working, making good use of feedback loops and rallying all relevant parts of the organisation around driving customer success
  • Great negotiator with the ability balance conflicting interest of customers and internal stakeholders
  • Clear and articulate communicator (written and spoken) with the ability to influence stakeholders at all levels including C suite. 
  • Strong analytical thinker who has the ability to tackle any challenge by using logic, systematic or a sequential approach
  • We have a lot to celebrate at DiviPay! 

    We hit some major milestones at the end of 2021, including a successful $20m raise for Series A, which means we’re growing and fast. Our recent funding is being put to good use expanding DiviPay into new international markets, while expanding our product offering and most importantly, investing in a team of exceptionally talented people. 

    DiviPay perks - these will keep growing as we do!

    - Flexibility at its finest, we value work-life balance
    - Pet-friendly offices
    - Bday leave and budget to celebrate you!
    - Team events
    - Wellness Leave (your mental health is as important as your physical health)
    - Limitless growth opportunities
    - Employee Assistance Program via Uprise 

    Our Sydney office is based in a beautiful, fully refurbished space in Surry Hills, only a 5-minute walk away from Central station and all of the tasty food and drink that Surry Hill has to offer. Talk to us about hybrid, remote and flexible work - we agree, it's the way forward!

    We're better together

    At DiviPay we are committed to fostering an inclusive, equitable workplace that promotes and values diversity. Everyone is welcome - as an inclusive workplace, our employees are comfortable bringing their authentic whole selves to work. 

    We celebrate uniqueness and a variety of experiences because we know that bringing together different points of views unlocks limitless potential. 

    Our values are: (1) bias towards action; (2) make the customer froth; (3) set the bar high; (4) burn the house down; and (5) do more with less.

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

    Our recruitment process will look something like this - we love to keep things simple.

    1. Phone or Video Screening - intro chat with a member of our friendly talent team 
    2. Skills & Motivations Interview - get to know your potential manager, share your core skills and find out more about the team
    3. Functional Task & Interview - shine a light on your practical experience
    4. Values Interview - is DiviPay the place for you? We hope so! Meet colleagues outside of your immediate team to get a final flavour of our culture
    5. References