Customer Success Manager

Xplor; City of Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Career development

Collaborative team

Parental leave

LinkedIn learning

Mental health support

Job summary

Xplor is seeking a Customer Success Manager for its Fitness & Leisure vertical on a 12-month fixed-term contract covering maternity leave. You will manage existing customers and generate new leads while supporting national coverage, with travel to client sites as needed and a hybrid working arrangement.

There is potential for the role to become permanent after the contract, offering a path to grow within a global payments and software platform that serves markets worldwide.

Qualifications

• Entry level Account Management experience or 1-2 years Customer Services experience.
• Ideally you will have worked as a Club Manager or have experience running a gym/fitness club.
• Familiar with Direct Debit payments and various Club Management Systems.
• Desirable if you have used Debitsuccess and/or Clubware in a previous role.
• Passion for the fitness & wellbeing industry.
• Not afraid to pick up the phone and call.
• Target driven, self motivated and goal orientated.
• A high level of computer literacy and knowledge of Excel and Salesforce.

Responsibilities

• Respond to customer queries in a timely, efficient and courteous manner.
• Make proactive account management calls and onsite visits to maximise benefits from payments and software.
• Demonstrate benefits of payments and software and our value-added service.
• Provide analysis and recommendations to improve clients' business practices.
• Provide training to new and existing clients via Teams and in person.
• Renewals and contract negotiations.
• Travel to service customers as needed.
• Collaborate with Growth Account Manager to migrate clients from Clubware to Xplor Gym.

Skills

Account Management

Customer Service

Phone outreach

Sales experience

Excel

Salesforce

Tools

Debitsuccess

Clubware

Job description

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.

We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

Job Description

Join our Fitness & Leisure vertical as a Customer Success Manager on a 12-month fixed-term contract, covering a period of maternity leave and looking after one of our key customers.

This is an opportunity to make a real impact every day. We believe every conversation we have, every solution we deliver and every customer interaction is an opportunity to enrich our customers’ experiences and help their businesses thrive.

While this role is initially a leave cover, there is potential for the role to become permanent at the end of the contract, creating an exciting opportunity to grow your career with us.

You’ll join our Fitness & Leisure vertical where we’ve recently brought together our Boutique Wellness and Health & Fitness business to form a single, global vertical that serves clients around the globe in key markets like the US, Canada, UK, Europe, Japan, Australia and New Zealand. We have market-leading software products like Xplor Gym (Membr), Mariana Tek, TrueCoach, Clubware, Resamania and Xplor Recreation designed to help our clients manage and grow their business.

Reporting into the Regional Director, APAC, you'll be responsible for managingexisting customers and generate new leads for potential new customers.This position supports customers nationally and as such you may be required to travel to service them. This opportunity would suit someone that has worked in the Health & Fitness Industry that has Account Management and/or Sales experience.

Some of the other responsibilities include:

• Responding to all of your customer's queries in a timely, efficient and courteous manner.
• Making pro-active account management phone calls and onsite visits to ensure that your customers are receiving the maximum benefits from our payments and software
• Demonstrating the benefits of payments and software and the value added service we are providing
• Providing analysis and recommendations to your clients to improve their business practices
• Providingtraining to new and existing clients via Teams and in person
• Resigningexisting clients once they come out of contract
• Creating and analysing monthly reports - for use both internally and externally
• Building and maintaining strong working relationships with your customers
• Working with the Growth Account Manager to identify candidates to migrate from Clubware to Xplor Gym by performing demos and deep dives
• Understanding the customer’s business to up-sell products and increase software MRR
• Renewals and contract negotiations

For this position, we offer a hybrid and flexible working model, where you will spend 1-2 days per week in the office and the rest working from home.

Qualifications

What would make me a good candidate?

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.

Required qualifications for this role:

• Entry levelAccount Management experience or 1-2 years Customer Services experience
• Ideally you will have worked as a Club Manager or have experience running a gym/fitness club.
• You are familiar with Direct Debit payments and various Club Management Systems.
• It would be desirable if you have used Debitsuccess and/or Clubware or similar, in a previous role.
• Passion for the fitness & wellbeing industry.
• Not afraid to pick up the phone and call.
• Target driven, self motivated and goal orientated.
• A high level of computer literacy would be ideal as would a knowledge of Excel and Salesforce.

At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.

Additional Information

What does it mean to work for Xplor?

Our four core values - Make life simple, Build for people, Move with purpose and Create lasting communities - are key to who we are and guide us from how we hire to how we recognise our team members.

Some of the perks of working with us:

• Unparalleled opportunities to learn and accelerated career development
• A collaborative, team environment with people who truly love what they do
• Gender Neutral Paid Parental Leave benefit programs
• Unlimited access to Linked in learning, 10% of your time devoted to growing you and your career, and further support to help you grow
• Access to mental health support

We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via [e-mail].

To be considered for employment, you must be legally authorised to work in Australia. This applies to remote roles too, as we can only employ people who reside within Australia. Xplor does not sponsor visas, either at the time of hire or at any later time. We're also not able to offer contractor arrangements or Employer of Record engagements for this position at this stage.

Interview Recording andBackground Checks

As part of our hiring process, successful candidates will be asked to complete background and identity verification checks. Many of our roles are remote, and to protect both candidates and our business from recruitment fraud, we may record video interviews during the process. We keep any recordings and related data only for as long as the hiring process is active and do not retain them afterwards.

EEO and Artificial Intelligence

We believe in transparent hiring. We use an applicant tracking system with artificial intelligence-enabled features to support our recruitment process, but our recruitment team makes all hiring decisions after human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here .

Xplor isdedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

We make it a priority to respond to every applicant.

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