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CUSTOMER SUCCESS MANAGER (APAC)

Melbourne (although strong candidates based elsewhere will be considered) | Full Time

About the role

The Customer Success Manager APAC (CSM) will be responsible for ensuring ECAL clients derive maximum value from their ECAL partnership and achieve their goals and objectives. You will manage onboarding, own the day-to-day customer relationship, provide training and disseminating best practice examples.

You will collaborate and manage a ‘who’s who’ of leading customer accounts across sports, media, ticketing, payments and more.

In doing so you will become your customers’ trusted advisor – understanding deeply both the clients’ needs as well as ECAL’s products and services, and how they deliver customer value. You will work closely with various internal divisions, including technology, content and sales, as well as other external partners and suppliers, bringing existing & new partner opportunities to life, on time and in their full capacity.

The Package

A competitive salary and benefits will be provided for the successful candidate

Primary Responsibilities

Role Responsibilities % time (est.)
Customer Liaison and Management
  • Drive retention, satisfaction and growth from our customers, by understanding their business needs, our products and helping them succeed
  • Provide insights to customers to ensure that they get the most out ECAL, aligning with the growth of our own business
  • Create and circulate best practice marketing and operational collateral
  • Day-to-day partner support
60%
Customer Growth
  • Identify, introduce and present new & appropriate ECAL services, involving sales or other ECAL colleagues where applicable
  • Collaborate closely with internal team members to support renewals and growth opportunities
  • Identify opportunities for customers to act as ECAL advocates (e.g. testimonials, case studies, introductions)
20%
Customer Onboarding
  • Serve as the primary contact for the onboarding
  • Collaborate with the technology and content teams to set up & configure solutions as per customers’ requirements and troubleshoot technical issues raised by customers
10%
Internal Collaboration & Communication
  • Gage customer levels of engagement and provide feedback to the other teams regarding product and service improvements
  • Be the main point of contact between the company and clients
10%

Skills and experience

  • 4/5 years minimum experience in a similar client facing, customer success, account management, project management or account management role, in APAC
  • Self-Starter – ability & experience to take relevant decisions and act autonomously as required, as well as being a team player
  • Excellent written, presentation and verbal communication skills – including the ability to present & discuss ECAL’s products and systems face-to-face and via video calls
  • Structured, methodical, detail oriented with commercial acumen
  • Motivated by growing the ECAL business, including working with the sales team to identify and secure new business
  • Personality to thrive in a fast-moving & high-energy environment
  • Passion for technology and being part of a fast-growing SaaS company
  • An understanding of event-based marketing
  • An understanding of & previous exposure to digital payments, customer data & digital advertising strongly preferred
  • Bachelor’s degree or similar

To apply for this role, please email your resume and a short covering letter to careers@ecal.com

SALES EXEC (Europe)

Based in London (although other locations will be considered for strong candidates) | Full Time

About the role

As Sales Exec Europe, you will be responsible for new revenue generation – from generating leads, to managing the end-to-end sales process & meeting/exceeding sales targets.

In doing so you will be an inspired self-starter with a proven track record of technology/SaaS product sales and growth – naturally able to build rapport with customers and close sales. Preferably you will also have had exposure to & experience in selling one or more of digital payment solutions, customer data or digital advertising/sales.

You will understand both the clients’ individual & sector needs, as well as ECAL’s products, services, and how they deliver our customers value.

You will be autonomous and self-motivated, while also working closely with various internal divisions, including technology, content, and success, drawing on their expertise to progress and close deals.

The Package

A competitive salary and benefits will be provided for the successful candidate

Primary Responsibilities

Role Responsibilities % time (est.)
New revenue generation
  • Developing pipelines & generating leads
  • Smart & target-focused prioritisation of prospects
  • Client presentations & pitches in-person and via videoconference
  • Preparing and submitting proposals & quotations
  • Negotiating final commercial and other customer terms
  • Working collaboratively with the success team & negotiate upsell opportunities with existing customers
  • Develop and nurture strong business relationships with customers
  • Meeting or exceeding sales goals
70%
Sales tactics & strategy
  • Developing pricing & propositions tailored to client, sector & geographical needs
  • Identifying target sectors & developing approaches entry strategies
  • Smart & target-focused prioritisation of prospects
20%
Sales administration
  • Preparing tailored collateral, supported by the ECAL content and design teams
  • Maintaining client records in the ECAL CRM system
  • Preparing weekly and monthly reports
10%

Skills and experience

  • Minimum of 4/5 years’ experience in a similar SaaS or sales role
  • Self-Starter – ability & experience to take relevant decisions and act autonomously as required, as well as being a team player
  • Excellent written, presentation and verbal communication skills
  • Excellent negotiation and problem-solving skills
  • Personality to thrive in a fast-moving & high-energy environment
  • Passion for technology and being part of a fast-growing SaaS company
  • A strong network of prospects and contacts in one or more of ECAL’s customer sectors preferred
  • An understanding of & previous exposure to digital payments, customer data & digital advertising preferred
  • Bachelor’s degree or similar

To apply for this role, please email your resume and a short covering letter to careers@ecal.com