Customer Success Account Director
Trurating, Australia
Job Description
Location: Sydney, Australia (Hybrid model)
Reporting to: President of NAM (based in the US), dotted line to the MD of ANZ, based in Sydney.
Take the plunge. Live the dream. Do something which you know will touch the lives of millions of people the world over every single day and will change the way businesses and consumers think. Get out of bed in the morning for that adrenalin hit, love the pace, love the challenge, love doing what has never been done before and love being the best you’ve ever been. And what’s more, owning part of what you’ve created.
TruRating is a hypergrowth software as a service (SaaS) company that improves businesses, benefits consumers, and donates to charities. Our starting point is using patented technology to collect feedback from 80%+ of customers at the point of payment and linking this to transaction and product data to provide unique mass, real-time insight to merchants.
This feedback can also be pointed towards consumers - providing transparent, representative, and validated information to help us all make better decisions. Whilst we also ‘do our bit’ as for every question we ask, TruRating donates to children’s charities.
Working with our retail partners we can also provide data amp; insights to 3rd parties including FMCGs via ground-breaking ‘intelligent questions’ which allow us to send questions in real time that relate to specific products or behaviours.
We partner with the biggest payment and technology companies in the world, and our unique integrations mean we are delivering an unprecedented dataset. No other business in the world is combining online and offline sentiment and consumer behaviour data in huge volumes, at near to real time.
Our customers include some of the best performing and highest-profile retailers in the world and the group is growing all the time. We are collecting nearly 5 million ratings and 250m data points every week now and are ‘live’ in the UK, Europe, North America, Australia, and NZ. With almost 450m ratings under our belt and global patents granted / registered, the world is there for the taking.
We need to grow our passionate team to help us live out the dream and deliver on our incredible opportunity. TruRating is a global organization with US headquarters in Atlanta GA, UK headquarters in London and ANZ headquarters in Sydney. We are actively growing our team and invite you to check us out!
You will take pride in helping our customers (merchants) get the very best out of our products and services, managing relationships across the full range of TruRating customers. From niche merchants to large network retailers, you’ll happily support merchants through their TruRating journey.
With no two days being the same you’ll pivot from ensuring seamless activation of new customers to employing multiple strategies to maintain strong positive relationships with your assigned customers and ensuring they are continually achieving value from our platform. You’ll be with them from the ground up providing smooth merchant onboarding and setup, and ongoing relationship and success plan management, celebrating their wins and helping them find actionable insights to grow their business. Comfortable with data and the retail industry, you’ll enjoy working with our global Data amp; Insights team to guide and shape deep-dive analytics and have previously shown value to your customers by presenting and explaining data insights.
In addition to being the primary point of contact for building a successful merchant partnership, you’ll also have the operational discipline to ensure we maintain SLA’s and manage overall merchant health in leveraging the TruRating platform. You are willing to get your hands dirty, deliver on the day-to-day tasks, and play a key role in helping drive automation across the merchant life-cycle.
The successful applicant will be a fantastic communicator with a warm, enthusiastic, and friendly personality and who is adept at managing multiple relationships concurrently and maintaining a strong bond with each. You have demonstrated experience of long-term customer retention and revenue growth, in a B2B environment, retail or hospitality being a bonus. You are a natural problem solver, ready to ease our merchants through any issues and successfully manage enquiries through to resolution. You will have previously trained individuals on a product or service and should enjoy working alongside internal teams to achieve successful outcomes. Working so closely with our customers, you will be in a highly desired position in the company where you get to provide customer feedback that will help shape our products and services as we go on to bigger and better things.
- Coordinate the broader t