Director of Client Relationship Manager leading retail alternatives at financial services company. Ensuring client satisfaction and managing product adoption across teams and clients.
About the role
- Customer Account Manager guiding SME customers in their early journey with MYOB products. Driving product adoption and ensuring long-term success for clients through personalized engagement.
Responsibilities
- Managing assigned customer “territories” (cohorts such as onboarding, arrears, at‑risk lists, offer roll‑offs or price rise campaigns) and owning their 90‑day retention journey
- Making outbound calls to understand each customer's goals, challenges, and usage behaviours.
- Translating MYOB features into clear business impacts that resonate with SMEs
- Driving adoption of under‑utilised features to strengthen customer stickiness and reduce churn
- Spotting and nurturing expansion opportunities using a commercial, value‑led approach
- Logging all customer interactions in Salesforce and contributing to adoption and engagement reporting
- Collaborating closely with teammates to achieve retention targets, build capability and celebrate wins
Requirements
- Experience in SaaS/software within customer success, support, account management or tech sales (Fintech experience is a bonus!)
- Strong ability to run value‑based conversations and turn features into clear business benefits
- A commercially curious mindset with comfort identifying increases in product adoption or expansion opportunities
- Confident, articulate communication skills and a genuine customer‑first approach
- An agile, adaptable working style — able to shift quickly between multiple customer campaigns and priorities
- Strong organisation and follow‑through when managing multiple customers across a 90‑day lifecycle
- Experience using CRMs (Salesforce preferred) and comfort with outbound customer engagement
Benefits
- Enjoy a flexible, hybrid workplace that brings balance to how you work
- Set up your home office with a little financial help from us, and take advantage of great corporate discounts and vouchers from top retailers
- Benefit from our partnership with Sonder, which supports the wellbeing of our team members
- Unlock your potential via in-house training and programs, LinkedIn Learning, conferences and study assistance
- Access to a variety of leave options available to support your wellbeing, including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, community leave, study leave, and more
- Join our communities, built around ‘Wellness’, ‘Belonging’ and the ‘Planet’ where you can make a meaningful contribution
Job title
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