See yourself in the team
Payments Customer Success supports three key functions:
Development and implementation of our Payments Customer Success strategy to help drive growth and customer satisfaction in our payment products
Optimise engagement with frontline and transaction banking specialists to help drive customer outcomes and portfolio growth. This includes being the single point of contact for pre-sale consultation services for high-value strategic client acquisitions and multi-product deals
Champion the customer across the Payment Domain to improve customer NPS scores e.g. Complaints analysis
Payments Customer Success is within the Payments Domain in Business Banking (BB). The Payments Domain is responsible for CBA’s portfolio of domestic and international payments products for all customer segments (including NPP, International Money Transfers, BPAY, Direct Entry). The Payments Domain also manages CBA’s payments advocacy and representation to Government, regulators and industry bodies – as well as relationship pricing. The Payments Customer Success team works closely with each of these areas, as well as product, frontline, transaction banking specialists, segment, marketing, risk and technology.
Do work that matters
As Executive Manager, Payments Customer Success you will lead the Payments Customer Success team and the development and management of the Customer Success strategy. This is a highly visible and strategic role responsible for identifying and executing strategies to drive growth in our payment products and engagement of frontline.
You will report directly into the General Manager, Strategy & Relationship Pricing, and lead a team of four direct reports. You will regularly engage with senior leaders and teams across the bank to help drive payment growth and customer outcomes. You will have an opportunity to build a broad network across CBA to support professional opportunities and growth.
You will act as the single point of contact for the frontline teams on behalf of the Payments product team. You are responsible for providing pre-sales consultation services to high-value strategic client acquisitions, complex multi-product deal support, RFP response input and review, as well as cross-sell to existing customers.
You might also be involved in key initiatives and projects for the Payments product team, in line with the business strategy and priorities.
The role requires strong working relationships with the frontline sales channels and key stakeholder groups such as Business Banking transaction banking specialists team, Institutional Banking and Markets transaction banking specialists team, product managers, risk and compliance.
As Executive Manager, Payments Customer Success, you will lead:
Development and Implementation of Customer Success Strategy to drive payment product growth and improve client NPS
Proactively drive new to Bank acquisitions and cross-sell initiatives for the Payments products within the Business Banking (BB) and Institutional Banking and Markets (IB&M) businesses
Drive client awareness of Payment products by collaborating with Marketing and Corporate affairs
Be the central point of contact for the Payments product team and partner with frontline on major RFP responses.
Understand the latest industry and customer trends that are driving developments in the Payments products and impart these insights to customers and segments within Commonwealth Bank.
Provide a channel for sales staff and customer feedback to enhance the development of new products and services in line with the needs of the market and the business.
Develop and maintain good relationships with key stakeholders within CBA to ensure that they understand the business drivers and remain engaged, and that their expectations are met.
Work with product managers and deliver critical payment initiatives in line with business strategy and priorities.
Proactively manage and minimise risks for product and initiative development activities as well as uplifting controls as appropriate. Ensure compliance with the Group Product Development and Distribution Policy.
We are interested in hearing from people who have:
7-10+ years professional services experience, with background in Payments, Transaction Banking, Corporate Development and/or Frontline
Ability to deliver concise and compelling written and verbal updates to senior executives
Highly skilled in structured problem solving, conceptual thinking, quantitative analysis, and prioritisation
Experienced in planning and delivery of Customer Success projects for senior leaders
Ability to lead a small team that achieves maximum leverage across the bank through effective collaboration with a wide variety of teams
Experience in leading high performing sales teams, GTM experience or business development highly preferred
University degree qualification in business, economics, technology, law or commercially- related discipline
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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