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 adeep understanding ofeach customer's currenttechnical solutions, organisation, internal decision-making, aspirations andneeds in additionto identifying aspectsof Ripple engagementand advocacy that need to be strengthened. ·Serve as anadvisor/Ripple advocate amongcustomers, enabling themto better exploitthe potential of Ripple and participate in the development of new and ground-breaking products and services. ·Conduct financial,business and valueanalysis with theability to understandand analyse keyfinancial 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 newbusiness opportunities, developaccount plans andQBRs, and communicatethese across Ripple via Salesforce and channels. ·Lead hands-on,tactical task managementto drive sharedkey initiatives, workingwith cross-functional stakeholders (Customer andPartner Engineering, TechnicalServices, Sales, BD,Finance, Product Marketing and Legal) and creatively solve complex business and operational issues, often unique to each customer. ·Collect customerand marketplace feedbackrelated to Ripple'svalue proposition andcommunicate 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.
