Executive Manager Payments Customer Success
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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, including 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, through complaints analysis and customer journey insights.
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 payment products for all customer segments (including NPP, International Money Transfers, BPAY, Direct Entry). It also manages CBA's payments advocacy and representation to government, regulators and industry bodies. The Payments Customer Success team works closely with product, frontline, transaction banking specialists, segment, marketing, risk and technology teams.
Do work that matters
As Executive Manager, Payments Customer Success you will lead the Payments Customer Success team and develop and manage the Customer Success strategy. This highly visible and strategic role is responsible for identifying and executing strategies to drive growth in our payment products and engagement of frontline.
You will report directly to the General Manager, Strategy & Relationship Pricing, and lead a team of three direct reports. You will regularly engage with senior leaders and teams across the bank to help drive payment growth and customer outcomes, building 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, and extending relationships with existing customers.
Additional responsibilities may include key initiatives and projects for the Payments product team, in line with the business strategy and priorities.
The role requires strong working relationships with frontline sales channels and key stakeholder groups such as Business Banking transaction banking specialists, Institutional Banking and Markets transaction banking specialists, product managers, risk and compliance.
Responsibilities
* Develop and implement 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 Business Banking (BB) and Institutional Banking and Markets (IB&M) businesses.
* Drive client awareness of Payment products by collaborating with Marketing and Corporate Affairs.
* Serve as central point of contact for the Payments product team and partner with frontline on major RFP responses.
* Understand the latest industry and customer trends driving developments in the Payments products and impart these insights to customers and segments.
* Provide a channel for sales staff and customer feedback to enhance the development of new products and services to meet market and business needs.
* Develop and maintain good relationships with key stakeholders within CBA to ensure understanding of business drivers, engagement and aligned expectations.
* Work with product managers to deliver critical payment initiatives in line with business strategy and priorities.
* Proactively manage and minimise risks for product and initiative development activities, uplifting controls as appropriate to ensure compliance with the Group Product Development and Distribution Policy.
Qualifications
* 7–10+ years of professional services experience with a 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 a related discipline.
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