Responsibilities
- Proactively manage and grow a large portfolio of assigned customers.
- Build strong relationships with every single customer to help them complete their roll-out plan, achieve their expected ROI while increasing the potential for additional referrals.
- Achieve new customer activation targets to ensure our most recently onboarded customers have an incredible first-experience with a speedy time to value.
- Achieve monthly and annual payment volume targets while maintaining a customer-centric mindset.
- Identify areas of opportunity and/or concern based on usage patterns, research, and our customer maturity index.
- Serve as a cloud technology subject matter expert advising our customers of industry best practices for their sales process, onboarding, billing and payment collection, and renewal processes.
- Help build and deliver scaled content that helps support our customers’ journey.
- Create and host webinars, collaborate on articles and other educational materials that help deliver a scalable customer experience.
- Maintain, build, and grow collaborative relationships with our larger customers and partners.
- Lean on these relationships for webinars, seasonal campaigns, and case studies.
- Be the voice of the customer, provide customer insights to our product, marketing and sales team.
- You’ll be highlighting key points of innovation and improvements that will enhance the user experience, capabilities, features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal, and referral rates.
- Work with your fellow Key Account Managers globally, to identify and implement improvements to processes, documents, tools, and reports to benefit the team and clients.
- Attend trade shows and events where you’ll meet existing customers and potential customers.
Requirements
- Good written and oral communication skills for creating professional documents and presentations and for sharing knowledge, and facilitating effective discussions within team and cross-functional settings.
- Data-driven decision-making: Combines analytical skills and financial acumen to interpret data and make informed decisions that align with company objectives and customer needs.
- Demonstrated interest in and/or hands-on experience with AI tools and platforms, particularly Claude, Codex, and ChatGPT.
Nice to Have
- Strong proficiency with common SaaS tools and platforms such as Zapier, Slack, Zoom, Loom, Vitally (or other customer success platforms), Google Workspace, Atlassian, Intercom, and reporting tools like Looker
Work Arrangement
Hybrid — Sydney, Melbourne, Brisbane
Additional Information
- We operate in a hybrid model, giving you flexibility to work from home, a shared workspace, or a combination of both.
- Work from anywhere for up to one month each year, with business approval.
