Own and manage relationships with allocated Shift customers through strategic account management, customer service, and outreach
Acquire new Shift customers within the Direct customer channel from warm, pre-qualified leads
Understand customers’ business needs and strategies and identify suitable Shift solutions
Sell Shift Platform solutions to prospective clients using the Shift sales approach
Conduct ongoing outreach to increase platform utilisation, promotion, and retention
Guide customers on service, platform, and general queries
Respond to and resolve customer queries via email and phone
Complete due diligence for new account establishment and ongoing account management
Collaborate with the team to improve customer service and customer management processes
Collaborate with operational teams across Shift to manage customer portfolio needs and challenges
Enter and manage customer account information in Salesforce CRM
Requirements
- Developed interpersonal skills for effective relationship building
- Ability to anticipate customer needs and match them with appropriate Shift solutions
- Robust phone management skills
- Active listening skills
- Effective communication skills
- Ability to multitask and manage time effectively
- Strong problem-solving skills
- Demonstrated relationship management or sales experience in a professional services setting
- Proven experience managing a pipeline of existing customers and potential leads
- Proven customer support or representative experience
- Strong understanding of financial services, ideally lending, highly regarded
- Proficient with MS Office
- Business or finance degree beneficial but not essential
- Legal right to work in Australia or New Zealand without employer sponsorship
Core Competencies
Demonstrates strong relationship management and customer service skills, with a focus on understanding customer needs and providing tailored Shift solutions. Proficient in managing customer accounts and utilizing Salesforce CRM for effective account management.