Who are we? So you might ask, who's CreditorWatch? Well, we are a leading Australian data and technology company that provides businesses with access to unique data and innovative products. By using our platform, our customers can confidently manage their commercial relationships, improve productivity and reduce financial risk.
As a commercial credit reporting bureau, we offer a complete suite of credit reporting products and data insights covering the entire customer lifecycle, from customer onboarding and credit decision automation to credit risk management and automated collections.
We were established in 2010 and most recently were named as one of AFR's Top 10 Best Places to Work as well as certified by Great Place to Work consecutively across 2022 and 2023.
We saw significant growth in 2023 and that's not about to change. We are on track for a massive 2024 and scaling at pace, making this the perfect time to join CreditorWatch.
Your Role & Team This role sits within our Customer Experience Group and is the driving force behind CreditorWatch, connecting our clients to the heart of our organisation.
This is a true Customer Success role where you'll be focusing on identifying, supporting and delivering engaging customer experiences across CreditorWatch's product suite. It's a phone-based retention and acquisition role, including onboarding new clients, identifying upsell and cross-sell opportunities for existing clients, and providing adoption and product utilisation support. You will work closely with our Corporate and Key Account Clients.
To support you, some of your key stakeholders will include Customer Service, Data and Insights, Product Implementation and System owners to ensure that you have the tools you need to make an impact.
This role reports directly into our Customer Success Manager . We provide a hybrid working model and our office is Sydney CBD based.
Some of your responsibilities include:
Proactive, hands-on phone-based account management support; engaging with clients to help them realise value in our products. Deliver on-client retention and adoption targets. Understand the metrics that matter from the business and clients perspectives; solving problems to continuously improve outcomes delivered. Ongoing development and implementation of strategies to improve individual & team performance issues. The capturing and qualifying of leads, both for your own pipeline and to pass on to other sales teams. Account set up and onboarding of new corporate and key account clients. Our ideal candidate To be successful in this role, you'll ideally have a minimum of 1-2 years prior Customer Success experience within a Tech or SaaS business.
Are you commercially minded and have strong communication, objection handling and problem-solving skills? If so, these will set you apart and you'll be well on your way to driving high levels of client satisfaction. Those that thrive in this role will be able to take a holistic approach with our clients - finding gaps and opportunities in turn providing unique and creative solutions to drive high levels of retention whilst limiting churn.
Finally, you'll be tech-savvy and love utilising tools and systems to help you in your day to day. Bonus points for Salesforce users.
Recruitment Process - We like to keep it simple! Phone Screening - A deep dive into the company, role and experience required, including a thorough review of your match to the role. Hiring Manager Meeting - An opportunity to showcase why your background and skill set aligns to the role and ask questions. Functional Meeting - Set up with a take-home case-challenge designed to look into the way you think and approach certain situations. Values Meeting - We'd love to hear why CreditorWatch and see how you'd fit into our world. We are committed to you We offer a fantastic culture with open communication and rewards and recognition that include probation celebrations, all-staff birthday and service anniversary celebrations.
We are an equal opportunity employer and committed to excellence through diversity. We do not discriminate on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We are a 2024 Circle Back Initiative Employer - we commit to respond to every applicant.
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