Relationship Manager at Tyro

Customer Success, Full-time, Melbourne, VIC melbourne support full-time
Posted a month 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 strong team of 600+ 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 payments and commerce for Australian businesses.

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

About the role

The Account Management team is a huge part of Tyro’s growth and success and responsible for managing a portfolio of business customers across a range of industries. 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.
As a Relationship Manager reporting to the Customer Success National Manager, you will be a vital member of the Account Management team. Your key responsibility will be to grow your existing portfolio of medium and above business customers, ensure customer satisfaction is met which then leads to the retention of these important customers.

What you'll do

  • Proactively manage the needs of your portfolio of existing Tyro customers to retain and grow their business with Tyro and minimize churn
  • Action various triggers for retention and product purposes in a timely manner
  • Imbed Robust Operational Rhythm with the setup of regular meetings and quarterly business reviews
  • Lead negotiations and manage pricing analysis on rates comparisons to retain your merchant base
  • Generate referrals for new business by fostering strong relationships with your customers
  • Seek to identify growth opportunities in the designated portfolio, including winning new-to-Tyro customers that require Account Management
  • Proactively look for opportunities for Tyro banking and eComm products within a portfolio
  • Proactively seek to expand their knowledge on Tyro's products and services and stay up to date with any changes
  • Work with account admins, customer support, and financial support to ensure that day-to-day customer needs are met in an efficient and timely manner
  • Ensure a high level of customer satisfaction and if needed, identifying ways to uplift NPS within your portfolio. 
  • Ad hoc duties to assist with customer enquiries, initiatives, projects, campaigns and work as prescribed by your manager
  • Uphold and contribute to Tyro’s strong risk culture by complying with our policies, completing mandatory training and identifying and managing risks within your day-to-day work
  • What you'll bring

  • Have an enthusiasm for in-person sales, business development and customer service
  • Have a keen attention to detail and follow-up
  • Have excellent time management and presentation skills
  • Build strong relationships both with customers and stakeholders (internal/external)
  • 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 600 staff, $34 billion in transactions in FY22, 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.
    Win Together - We are a united team. With growth mindsets and without ego, we embrace diversity to collaborate, innovate and accelerate.

    Privacy and Submitting your Application
    By proceeding to submit your application, you acknowledge that you have read and understood Tyro’s Privacy Policy ( and Privacy Statement & Consent for Job Applicants ( and consent to Tyro collecting, using, holding and disclosing your personal information in accordance with these policies.

    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.    

    We are a Circle Back Initiative Employer and commit to responding to every applicant.