Customer and Partner Success Manager Full Time NEW

Position: Customer and Partner Success Manager

Position Type: Full-Time

Location: Sydney NSW 2000

Our client Ripple is seeking a Customer and Partner Success Manager to join their team in Sydney, New South Wales.

As a Customer and Partner Success Manager for Australia & New Zealand market you will play an important role in Ripple’s overall business in the Asia-Pacific Region. Australia, with its forward-looking and regulatory-friendly approach to blockchain, and digital assets technology is one of Ripple’s core markets in the region. In order to effectively manage the relationships with Australian customers, such as FinTech and Payment companies, Ripple has decided to shift from an offshore model, with the customers historically being covered out of Singapore, to an onshore model by leveraging their office in Sydney. The role in Sydney involves active coverage of a group of 10+ institutional customers, ranging from payment companies, corporates and digital asset exchanges.

Key Duties and Responsibilities:

• Develop a  deep  understanding  of  each  customer’s  current  technical  solutions, organisation,  internal decision-making,  aspirations  and  needs  in  addition  to  identifying  aspects  of  Ripple  engagement  and advocacy that need to be strengthened.
• Serve as an  advisor/Ripple  advocate  among  customers,  enabling  them  to  better  exploit  the  potential  of Ripple and participate in the development of new and ground-breaking products and services.
• Conduct financial,  business  and  value  analysis  with  the  ability  to  understand  and  analyse  key  financial targets (e.g., cost reduction, revenue growth, etc.).
• Demonstrate a deep knowledge of customer success best practices in order to oversee and drive complex customer-facing delivery responsibilities for both business and technical workstreams.
• Navigate upsell challenges and promptly escalate when appropriate.
• Identify new  business  opportunities,  develop  account  plans  and  QBRs,  and  communicate  these  across Ripple via Salesforce and channels.
• Lead hands-on,  tactical  task  management  to  drive  shared  key  initiatives,  working  with  cross-functional stakeholders  (Customer  and  Partner  Engineering,  Technical  Services,  Sales,  BD,  Finance,  Product Marketing and Legal) and creatively solve complex business and operational issues, often unique to each customer.
• Collect customer  and  marketplace  feedback  related  to  Ripple’s  value  proposition  and  communicate  this throughout Ripple.
• Identify and champion internal Ripple process improvements.
• Has the ability to operate with little/no direct help from manager.
• Collates customer feedback into themes and develops solutions based on it.

Requirements:

• Bachelor degree or higher qualification in Technology, Finance or equivalent
• At least two (2) years of experience in digital assets, or blockchain technology
• Prior experience as a Customer & Partner Success Manager
• The role requires a deep, technical understanding of Ripple’s blockchain technology as well as a broader understanding of Australia’s fintech ecosystem.
• An ideal candidate would have 2-4 years working in the digital assets space and have developed an understanding of Ripple’s products and services positioning in the market.
• In addition, the candidate should have prior experience in a customer-facing role, possess soft client management skills, and ability to commercially execute on assigned targets.