In the time it takes you to read this job ad, our platform collects around $58,991.86 from businesses that struggle with late-paying customers. Since 2016, ezyCollect, with over $17B in receivables under management, has been helping 1,200+ businesses reduce their overdue invoices by 43% on average.
ezyCollect is an Australian-founded B2B SaaS FinTech on a mission to eliminate late payments in the Food & Beverage, Wholesale Building Supplies and Education industry. Our invoice-to-payments subscription software complements accounting/ERP software (MYOB, Xero, NetSuite, SAP etc.) to automate the process of getting paid. We are expanding our products and services as well as our team! We are a team of over 60 across Australia, New Zealand, Brazil, the Philippines, the USA and Canada. ezyCollect is driven by a passionate and dynamic team, that loves solving real business problems using the latest technology to get businesses paid on time every time. Our vision is to empower our clients to grow their businesses through integrated and faster payments, the latest and most accurate credit data and process automation.
Customer Success Manager Real client success comes from the heart. You have the best client management and business consultancy skills around. You're passionate about engaging your clients and expanding their use cases. You have impeccable relational skills and can create win/win environments for all parties that you work with. If this is you, then you will love working with ezyCollect!
The Role
Onboarding / Implementation
Delight new ezyCollect clients with a superb client experience
Own the successful set-up and onboarding of new clients
Project manage implementation of software, liaising with technology partners and different internal/external stakeholders to ensure your client is up and running within the set/expected time frames
Be an expert in our product, updating clients on new features and educating them on areas where they could get more value
Conduct training/refresher sessions for clients on how to use the platform and get the best from it
Account Management & Support:
Manage the end-to-end lifecycle of clients to ensure they have exceptional client experience through their journey with ezyCollect
Drive maximum product adoption, utilisation and success of clients to ensure they renew
Work with clients to understand business outcomes they are looking to achieve and conduct meaningful business reviews
Build superb client relationships across your portfolio
Work to identify and/or develop opportunities to upsell to relevant product offerings and able to meet monthly and quarterly targets
Work on renewal plans
Churn management
Complete all administration and support activities such as intercom chat, helpdesk tickets as well as maintaining CRM with accurate client records and touch-points
Advocate client needs/issues cross-departmentally
Project manage ongoing support tickets and escalations
Work closely with the technical team and product team to ensure timely resolution of any issues the client is experiencing.
The Ideal Candidate
You have a great and proven track record in a role of increasing client satisfaction, adoption, and retention with a proven ability in introducing innovation and efficiency
Super client focused you're someone who loves going above and beyond to create an awesome experience for clients and deliver business results.
You demonstrate a desire for continuous learning and improvement
A superb communicator with a high level of client empathy You take initiative and don't just stick to the task at hand, you are able to look outside the box
You are super resilient in the face of challenges and thrives in a fast moving environment
You are not afraid of change, you embrace it!
The Role Requirements
Minimum of at least 2-3 years experience as a Customer Success Manager or Account Manager in a high volume/fast paced environment, preferably in a SaaS, Fintech or Payments company.
Must be flexible to accommodate limited US/NZ/UK hours as and when required
Experience working with payment processors/service providers is highly desirable but not essential.
Background/experience in Account Management, Sales and or Project Management
Consultative selling and training experience; dealing with international customers and managing a large client portfolio
Adept in managing a high velocity project cycle, juggling multiple projects at any one time and managing a large portfolio of accounts
Ability to plan your time appropriately
Ability to work cross functionally work closely with sales, marketing, product team, leadership etc.
Good experience with CRM, ideally Hubspot, Confluence/JIRA and other technology tools
Experience with online accounting software like Xero or MYOB or other ERP/Accounting software as well as background or familiarity in credit risk assessment will be advantageous
Give work your all, make an impact but have fun doing so!
Some of our benefits and perks:
Enjoy the flexibility of a fully remote, work-from-home role.
Having a large impact, a small team, and helping shape the future of ezyCollect
Joining a passionate team that rewards the right behaviours
Work for an exciting Australian company
Working with a product that customers love! >1,200 customers in >18 countries
There is an exceptional opportunity for the right candidate to work closely with our business founders, grow together with the company and help shape the future of ezyCollect
Being part of a passionate, entrepreneurial team where you'll be valued for your contribution
Dedicated training and coaching to help facilitate your career growth
Insight/access into multiple facets of the business, giving a unique level of experience
Fun, collaborative and supportive work environment
