Customer Success Manager
About the role
ABOUT TALON.ONE:
Talon.One is the most powerful incentives engine that unifies loyalty, promotions and gamification into one holistic platform. Backed by enterprise-grade security and scalability, Talon.One empowers companies to build personalized, profitable promotions and loyalty programs using any data.
Today, over 250 of the world's most-loved brands including Adidas, Sephora and Carlsberg work with Talon.One to drive deeper engagement and lasting loyalty with their customers.
ABOUT US:
Talon.One is the most powerful incentives engine that unifies loyalty, promotions and gamification into one holistic platform.
Backed by enterprise-grade security and scalability, Talon.One empowers companies to build personalized, profitable promotions and loyalty programs using any data. Today, over 250 of the world's most-loved brands including Adidas, Sephora and Carlsberg work with Talon.One to drive deeper engagement and lasting loyalty with their customers.
ABOUT THE TEAM:
As a Customer Success Manager at Talon.One, you'll be part of a dynamic Post Sales team consisting of Customer Success Managers, Technical Account Managers and Solution Architects. We foster a collaborative environment and alignment with various internal stakeholders in Sales, Partnerships, Product, and Marketing. We prioritize strong collaboration, open communication, and mentoring to promote bi-directional growth. Talon.One is committed to creating an inclusive workplace, as we believe it is essential for both ethical reasons and to positively influence the tech industry as a whole.
ABOUT THE ROLE:
Building on strong performance this year, our team is expanding and we're hiring a Customer Success Manager, APAC to support our rapid growth in Australia and our rapidly growing team in the APAC region.
As a Customer Success Manager, you'll build strong relationships to drive product adoption and turn customer insights into actionable feedback. You'll connect customers' marketing goals with our API-driven product, troubleshoot issues with our tech team, and design scalable success processes. Your communication skills will help enhance our enterprise solutions and streamline project management.
This is a remote position with a requirement to be based in Australia.
ONCE YOU ARE HERE YOU WILL:
Build relationships with customers to understand their goals and pains, drive adoption, and translate that into actionable insights for our Sales, Marketing, and Product teams
Connect customers' marketing objectives with our technical, API-driven product and clearly explain complex product configuration steps
Collaborate with technical operations (Customer Integration Engineer) and the development team to integrate Talon.One and troubleshoot technical issues
Communicate at both one-to-many and one-on-one levels, across role types (tech/marketing), organization level, and cultures
Document and share important information about our Customers to keep a clear internal record, build training resources, and reduce support tickets
Drive retention and growth to your book of business, handling upsell and renewal conversations with a book of business
Prepare and deliver strategic and business value to customers daily
WHAT WE NEED YOU TO BRING TO THE TABLE:
Passion for tech and experience with SaaS products and APIs
Founded experience working in Customer Success, Account Management, or another client-facing role
Experience working with diverse stakeholders both internally and externally Marketing, Developers, Sales, and Executives
Exceptional communication skills in spoken and written English
Empathetic, positive attitude with a desire to help our customers reach their goals
Flexible approach and an ability to operate effectively with uncertainty and change
Ability to manage a book of 15-20 accounts
Experience working in the loyalty and promotion industry or relevant marketing-related experience
WHAT'S IN IT FOR YOU:
1,600 AUD annual learning budget
30 days of annual leave, plus extra paid days for your birthday and moving day
450 AUD home office setup budget, a 75 AUD monthly home office allowance
Freedom to work from abroad for up to 90 days worldwide!
WeWork On-Demand access for flexible workspace solutions
Mental health support with nilo.health
Benefit from health insurance provided through our partner, including options with BUPA Australia and Aetna International
We contribute the statutory 12% of your salary to your Superannuation fund
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