Client Success Officer (12 Month Parental Leave Cover)
Cuscal
Full-time
On-site
Sydney New South Wales Australia
Job Description
For a winning team that is evolving. Forward with Cuscal.
At Cuscal, you’ll find a strong, successful company that’s reimagining the future. And our team is right there at the heart of it all. Here, you’ll deliver or support interesting, ground-breaking projects that have real impact - on Australia’s financial services sector and the millions of customers it serves. You’ll innovate alongside skilled, smart, connected teams. And you’ll build an impressive, fulfilling career that continues to grow. As the largest independent payment solution providers, we’ve set the standard for over 50 years. Now, we’re preparing to pioneer the next 50.
We are looking for a Client Success Officer to join our Client Success Team
The Client Success Officer is responsible for working closely with our Client Partner Managers and clients to ensure exceptional client experiences and service delivery. The role is responsible for working across the Client engagement journey to anticipate client challenges or queries and proactively provides solutions and answers to increase client satisfaction. You will:
Support Client Partnership Managers as required in day-to-day client servicing including coordination of client onboarding, training, adoption, retention and offboarding.
Act as the voice of the customer within Cuscal, understand customer behaviour/needs and communicate to internal stakeholders.
Responsible for centralised client activities including proposal support, account plans, contract governance, offboarding and compliance.
Working internally across Cuscal to provide expert support for client queries, and where relevant for issues ensuring that root-cause analysis is conducted, and a corrective action plan is followed through, applying any learnings for future benefit.
Identify, recommend and deliver process improvement initiatives to better service clients, through trends analysis and client feedback.
Educate clients on how to optimise Cuscal’s products and services
Work collaboratively to strengthen operational processes to eliminate risk and operational issues.
Identify, recommend and deliver processes improvements to increase efficiency and improved client experience
About You
To be successful in this position you will have the following skills and experience:
You are passionate about enabling excellent client outcomes.
You’re highly adaptable and motivated to play a key role in a rapidly changing business and industry
Proven experience demonstrating a breadth and depth of operational service delivery management
The ability to create insightful presentations and experience in working with tenders/proposals
Experience and an understanding of the payments/retail banking environment (highly desirable)n
What’s it like to work here?
As well as good pay and a great culture, we back our employees by helping them work towards industry-recognised qualifications, using online learning, training modules and career planning tools for you to grow with us. We are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of financial, lifestyle, health & wellbeing benefits.
Next Step
If you think this role is the right fit for you, we invite you to apply. Let’s explore who you are and what drives you. We’d love to share our vision for the future of payments sector. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert.
Cuscal does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Cuscal employee, location or address.
For a winning team that is evolving. Forward with Cuscal.
At Cuscal, you’ll find a strong, successful company that’s reimagining the future. And our team is right there at the heart of it all. Here, you’ll deliver or support interesting, ground-breaking projects that have real impact - on Australia’s financial services sector and the millions of customers it serves. You’ll innovate alongside skilled, smart, connected teams. And you’ll build an impressive, fulfilling career that continues to grow. As the largest independent payment solution providers, we’ve set the standard for over 50 years. Now, we’re preparing to pioneer the next 50.
We are looking for a Client Success Officer to join our Client Success Team
The Client Success Officer is responsible for working closely with our Client Partner Managers and clients to ensure exceptional client experiences and service delivery. The role is responsible for working across the Client engagement journey to anticipate client challenges or queries and proactively provides solutions and answers to increase client satisfaction. You will:
Support Client Partnership Managers as required in day-to-day client servicing including coordination of client onboarding, training, adoption, retention and offboarding.
Act as the voice of the customer within Cuscal, understand customer behaviour/needs and communicate to internal stakeholders.
Responsible for centralised client activities including proposal support, account plans, contract governance, offboarding and compliance.
Working internally across Cuscal to provide expert support for client queries, and where relevant for issues ensuring that root-cause analysis is conducted, and a corrective action plan is followed through, applying any learnings for future benefit.
Identify, recommend and deliver process improvement initiatives to better service clients, through trends analysis and client feedback.
Educate clients on how to optimise Cuscal’s products and services
Work collaboratively to strengthen operational processes to eliminate risk and operational issues.
Identify, recommend and deliver processes improvements to increase efficiency and improved client experience
About You
To be successful in this position you will have the following skills and experience:
You are passionate about enabling excellent client outcomes.
You’re highly adaptable and motivated to play a key role in a rapidly changing business and industry
Proven experience demonstrating a breadth and depth of operational service delivery management
The ability to create insightful presentations and experience in working with tenders/proposals
Experience and an understanding of the payments/retail banking environment (highly desirable)n
What’s it like to work here?
As well as good pay and a great culture, we back our employees by helping them work towards industry-recognised qualifications, using online learning, training modules and career planning tools for you to grow with us. We are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of financial, lifestyle, health & wellbeing benefits.
Next Step
If you think this role is the right fit for you, we invite you to apply. Let’s explore who you are and what drives you. We’d love to share our vision for the future of payments sector. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert.
Cuscal does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Cuscal employee, location or address.