Title: Customer Success Manager (Retention and Growth)

Location: Remote

Working Hours: 7.30 PM to 4:30 AM (IST)

Why Birdeye?

Once upon a time, local businesses could attract customers through advertising and word of mouth. But today consumers choose businesses based on online reputation and digital experiences. The modern marketer must deliver exceptional experiences that create repeat customers, and they need a platform that can do this at scale. Local businesses often struggle to overcome the complexity and inefficiencies that come from using multiple applications to manage and optimize their marketing and customer experience operations. They often find that their use of fragmented point solutions keeps them from achieving true customer insights - and from acting upon them in real time.

This is the challenge that Birdeye solves with its all-in-one reputation and customer experience platform. More than 120,000 local businesses and brands use Birdeye to be found online through local listings and reviews; engage with consumers through webchat, text, and social media messaging; collect digital payments; and gain insights to improve customer experience with survey, ticketing and benchmarking tools.

Founded in 2012 and headquartered in Palo Alto, Birdeye is led by a team of industry experts and innovators from Google, Amazon, Salesforce, and Yahoo and in 2021, our CEO and Co-founder was named 2021 EY Entrepreneur of the Year. Birdeye is backed by the who’s who of Silicon Valley - Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, and World Innovation Lab - and recently closed a $60 million Series C funding round led by Accel-KKR, a leading technology-focused investment firm. Learn more at birdeye.com.

What You’ll Do

Birdeye is looking for a Customer Success Manager for Retention and Growth with a passion for relationship management. The successful candidate will nurture and manage accounts to maintain a healthy life-cycle, while ensuring and allowing customers to see the benefits of Birdeye’s new platform and renew. This role is vital and hands-on role, where you will work hand-in-hand with customers to help improve their online reputation.

Responsibilities

• Responsible for renewals of Birdeye’s clients

• Monitor and analyze account health to identify churn risk

• Win back clients who have requested a cancellation

• Utilize your creativity to refine and innovate processes to improve Customer Success

• Leverage your sales skills to reinforce the value proposition of BirdEye

• Be the point of escalation for clients and salespeople to ensure client satisfaction

• Develop methods for managing customer satisfaction

• Leverage research and understand of our clients industries to create tailor-made solutions

• Handle some financial and billing issues for Birdeye clients

• Additional assigned projects as assigned

Requirements

• 2-7 years of experience in a customer facing support/success/account management/retention role.

• Customer experience champion.

• Strong oral and written communication skills.

• Consultative approach to account management.

• Deep customer empathy.

• Understanding of SMB space, particularly in the specified vertical.

• Exceptional Saas product knowledge.

• Ability to effectively manage delicate customer situations

• Organized and reliable - Able to work as a team with little direction when necessary

• Knowledge of Sales force CRM a plus.

• Bachelor’s degree preferred.

Why You’ll Join Us

At Birdeye, we seek to innovate and to be the #1 product in our category, which means we continually raise the bar to deliver meaningful results for ourselves and our customers. Our quality is world-class. We deliver what we commit and roll up our sleeves and get work done.

Working at Birdeye means being part of a tight-knit community that helps you succeed and celebrates your wins! We find strength in diversity and inclusion, actively seek different points of view, and ask everyone to be their authentic self at all times

Finance Manager, Financial Planning & Analysis opportunities within our Retail Banking Finance, Institutional Banking and Markets Finance and Group Finance teams now available at CBA.

Now is the time to join a recognised leading Financial Services team in the financial services industry.

Given CommBank's commitment to building a simpler, better bank, we have a number of opportunities at a Senior Manage level supporting our Operations and Group Support Services Finance teams.

Key duties will include:

• Oversight of the Expenses Performance, Budgeting and Forecasting processes for BU with a focus on highlighting financial opportunities/risks and insights.

• Assist with month end reporting deliverables, ensuring that operational and financial processes result in timely and accurate financial results and forecasts and act as a key point of contact for any queries. Includes FTE and Wave reporting.

• You will need to understand the processes, which derive the financial results and ensure suitable controls are in place to ensure ongoing resilience and reliability, with a focus on continuous improvement.

• Provide insight into key drivers of expense performance to senior leadership.

• Preparation of regular reporting including Commercial and Strategic Insights used in business performance monitoring and decision-making.

• Quarterly, half-yearly and year end reporting, including CEO Packs.

• Being a trusted business partner with stakeholders across the business to enable deliverables to be completed on time and resolve issues efficiently

• Build the relationship with peer teams across the Group, developing a forum for knowledge sharing and continuous improvement.

• Positively contribute to team culture and the work environment.

• Strong financial control and governance mindset and approach to work carried out.

We’re interested in hearing from people who have

• Graduate qualifications in a numerate discipline preferably finance, business or economics

• Post graduate qualifications preferred (CA/CPA, MBA)

• Financial Services experience in a banking environment is preferable;

• Strong experience in a financial performance management;

• Strong problem solving and analytical skills;

• Strong leadership and team management skills;

• High degree of commercial acumen;

• Ability to prioritise and manage multiple deliverables.

• Risk Mindset – All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks.

Your Development

In Financial Services, we take a proactive approach to your career development. Your ongoing development would be part of an integrated development plan. Living the CBA leadership principles and demonstrating our values opens up great opportunities at CBA. If you would like to hear more about this role please Apply.

Please note – We are seeking Expressions of Interest within these teams for present and future vacancies. Successful candidates will be contacted for a further conversation around suitability.

• You have 6+ years of experience and in-depth knowledge in Product Management across one or many industries in the Private Sector, including Retail, FMCG, Transportation, etc.
• You have proven expertise in delivering complex consulting projects, where you have led agile teams on a large scale.
• You have demonstrated success in working with senior clients and stakeholders, providing advisory on Product Strategies, creating Product Roadmaps and prioritisation methods and techniques.
• You have deep experience in business analysis, business change and documenting requirements to produce specifications for any new or change to technology and business solutions.
• You have deep experience leading cross functional teams from the capacity of a Product Owner and/or Business Analyst.
• Excellent communication, presentation, and moderation skills.
• Structured problem-solving skills and logical thinking, as well as the ability to develop new ideas and conceive new approaches and solutions.
• Experience in coaching and mentoring individuals with a continuous focus on personal and professional learning and growth.

About Us

Established in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds.

We support nearly two million members, with around $75 billion of funds under management and are recognised as a responsible investment leader*. We believe when members understand and engage with their super, they’re more likely to get a better retirement outcome.

Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.

About the Job

This role is to support the execution of change programs for an enterprise-wide data transformation initiative at work in partnership with the Data, Technology & Delivery Team, and enterprise stakeholders.

This role is expected to work across both agile and waterfall initiatives, working closely with product owners, scrum masters, project/delivery leads and human centred design practices. This role will span multiple programs of work being delivered as a portfolio of change.

• Work closely with executives, sponsors and other stakeholders and assist them with providing change management delivery on a portfolio of projects which may cover technology, business change, people change and product change.
• Work with the Delivery Leads and organisation change management project leads to provide a portfolio view of business and technology change.
• Key change management activities may include:
  • Cross delivery stream change impact aggregation and management
  • Assessing change impact for cross stream scope changes
  • Consolidated change management plan including stakeholder management plan (Program level view of stakeholders and potential cross stream overlaps)
  • Program level communications plan and execution
  • Identify training / education synergies across delivery streams.
  • Work with executives, sponsors, and other stakeholders to help drive the change outcomes.
  • Assist with the definition of the people and cultural elements of the desired state and ensure that they are integrated with the technical and operational elements.
  • Assist with identifying the human variables that will impact risk/success and provide support to put in place measurable criteria of those variables.
  • Help identify the key roles and expectations of the sponsors of change, those who implement the changes, and the employee base who must operate in a constantly changing environment.
• Help building organisational change management knowledge, skill, and competency at business and functional levels through active demonstration on projects.
• Working across agile, waterfall and lean projects and confidently operating in the respective delivery ceremonies

About us:

Established in 2007, CDC Data Centres is Australia’s leading operator of sovereign, secure, world-class data centre facilities.

Headquartered in Canberra with multiple facilities in the ACT, NSW, VIC and New Zealand, CDC’s diversified operations provide secure data centre configurations that support co-location, containerised and hyperscale compute environments with all campuses interconnected with high-speed carrier grade networks.

At CDC we are passionate about creating an inclusive workplace that promotes and values diversity. We believe that everyone’s unique experiences enable us to deliver meaningful benefits for our people, our clients and communities. Our mission is to attract, retain and grow the world’s best data centre team.

Our people are responsive, innovative and trusted in supporting our customers. Together, we configure the landscape to meet the security, reliability, connectivity and sustainability needs for today and tomorrow.

About the role:

The ICT Project Manager overseeing, organising, and successfully completing designated projects, encompassing proficient reporting, evaluation, and the comprehensive implementation of the projects.

The ICT Project Manager plays a crucial role in making sure that Information & Security projects at CDC run smoothly. They work with people and processes to ensure that projects are completed on time and meet their goals. This includes creating detailed project plans, making sure there are enough resources, and finishing each project on time and within budget. The ICT Delivery Manager also keeps an eye on new developments, making sure that projects stay in line with CDC's vision and design standards. They act like a protector, making sure everything stays on track.

Other responsibilities include:

• Hold overall accountability for the successful delivery of assigned projects.
• Manage a diverse team, including CDC staff, contractors, and service providers, to achieve project outcomes.
• Ensure resource availability and allocation for project success.
• Ensure all projects are delivered on-time, within scope, and within budget.
• Assist in defining project scope and objectives in collaboration with stakeholders.
• Align projects with the Information & Security strategy and enterprise architecture.
• Provide advisory services to enhance business areas through technology solutions.
• Develop and manage the project lifecycle, including planning, progress monitoring, and risk/issue management.
• Maintain necessary registers, documentation, and templates while ensuring compliance with regulatory requirements.

About you:

• Proven working exposure of successful end to end project management and delivery experience (contract agreements, stakeholder engagement, budget management, milestones etc.)
• Experience leading and collaborating with diverse teams, including internal resources and external service providers.
• Strong technical background with hands-on experience in software development, application implementation, enterprise architecture, solution design and web technologies.
• Ability to identify risks and provide effective program mitigation strategies.
• Tertiary qualifications in IT, commerce, business and/or project management desirable but not a requirement.

Working Rights: 

Applicants who wish to apply for this position will need Australian Citizenship with ability to obtain and maintain an NV1 Security Clearance.

How to Apply: 

If you are looking for an opportunity to 'Make Your Mark' and play a vital role in a fast-growing Australian Technology company, please submit your resume and cover letter by clicking Apply.

Please ensure you take the time to align you CV with the requirements above. We want to understand how your skills and experience relate to the position you are applying for.

The Customer Service Manager is a critical role in our business, being the driving force of our brand promise of Security and Customer First value by managing and delivering a world class security and customer experience. As the Customer Service Manager you will be on the ground managing the day-to-day operations of our Customer Service teams in multiple sites.  In Sydney we currently have three sites (Macquarie Park and Artarmon)

You will work collaboratively with your team and stakeholders across the wider business to create an environment that promotes continuous improvement in security, the customer experience and operational excellence.

In this role you will not only be a manager but a leader and mentor to your team members by empowering them to be the best that they can be. You will also manage all recruitment, training and performance management activities for your teams.

This is an initial 12 month Fixed Term position.

Team Summary
Visa Consulting & Analytics (VCA) is Visa's consulting division, serving Visa's clients (including card issuers, acquirers, and merchants) and solving their strategic problems focused on improving performance and profitability.  Drawing on our expertise in strategy consulting, payments, data analytics, marketing, operational and macroeconomics, VCA drives high impact and tangible financial results.

The VCA team within Australia provides a comprehensive range of consulting services and solutions to our clients in Australia and New Zealand, that address unique challenges in areas such as strategic growth, profitability, risk management and digital strategy.        

The Role
We are currently looking for a Sr. Manager to lead VCA’s Commercial and Money Movement Solutions (CMS) Practice for the AuNZSP region. The CMS Practice supports our clients to create and launch market-leading business payments solutions, derive greater value from the active management of their existing business cards portfolios, and identify new strategic growth opportunities. 

As the Practice lead, the Sr. Manager will be responsible for growing the CMS Practice through business development, leading and delivering consulting engagements, and developing new solutions to continuously enhance and diversify the Practice’s client offerings.

In this role, the Sr. Manager will lead a small team of consultants and collaborate with cross-functional experts across Visa’s business to jointly develop client proposals, participate in client sales activities and ensure client engagements are delivered with excellence. The full range of responsibilities are detailed below:

Responsibilities

On a project-by-project basis:

• Prepare client project proposals, clarifying objectives, scope, deliverables, approach, dependencies, roles and responsibilities, draw input from clients, local client relationship managers and functional teams
• Oversee project setup including contracting documentation, stakeholder engagement, interview guides and client data requirements
• Develop a fact base by undertaking client interviews, collecting and analysing inputs such as client data, process flows, policies, competitive, industry and environmental information
• Analyse Visa and client data to conduct benchmarking, identify performance gaps and improvement opportunities
• Collaborate with data science team members to leverage data analytics capabilities
• Manage execution of one or more project engagements, building client relationships, utilising governance frameworks and mitigating or resolving complex problems that emerge
• Identify solutions and recommendations that address client objectives and result in performance improvement, leverage relevant VCA methodologies, frameworks and global best practices
• Design and deliver compelling presentations to illustrate findings, ideas, recommendations within consulting engagements and more broadly and at times support implementation at the client onsite

More generally:

• Identify and surface opportunities for client projects
• Create, develop and maintain VCA IP and consulting offerings
• Continuously build knowledge, surface new insights and produce thought leadership pieces that contribute to practice development and global best practice