About the team

The SMB team supports and enables growth for thousands of small-to-medium businesses across Australia. They expand our SMB network through outbound sales campaigns, inbound leads and relationship-based account growth, building direct customer relationships and fostering strategic partnerships to broaden our impact.

The outcomes of this can be truly transformative for our customers, enabling them to securely take digital payments on the go, take their business online or deliver seamless instore experiences. By empowering these businesses through our payment solutions, the SMB team fuels our continued growth and solidifies our position as a key partner to Australian SMB.

Your mission

As our Relationship Sales Consultant, your mission is to effectively manage the entire relationship with existing Small to Medium Business customers by providing exceptional customer service while driving both retention and growth opportunities. You will serve as a key frontline representative, balancing strategic retention activities with active sales efforts to maximize customer satisfaction, build lasting loyalty and drive revenue growth within our existing customer base through tailored solutions that address their evolving business requirements.

Reporting to the Relationship Sales Manager, you will focus on achieving individual retention and sales targets while maintaining accurate CRM records and contributing to a positive team environment through effective presentation of our comprehensive solutions and relationship management strategies including value reinforcement, usage optimization, cross-selling and relationship strengthening initiatives.

Day-to-day responsibilities

Customer Retention & Performance Management

• Engage directly with customers to handle inquiries ranging from simple questions to complex pricing negotiations and competitor scenarios, ensuring optimal response times and professional engagement throughout the entire customer lifecycle.
• Actively listen to understand the concerns, challenges and growth opportunities of existing SMB customers, conducting thorough assessments based on established criteria and business requirements.
• Seamlessly integrate sales and retention skills into a unified approach capable of handling a range of simple to complex customer requirements while maintaining service excellence.
• Guide customers through complete processes from initial concern identification or growth opportunity discovery to successful retention closure, sales completion and ongoing relationship reinforcement.
• Consistently meet or exceed individual retention and sales targets while maintaining high customer satisfaction standards and contributing to overall revenue growth objectives.

Sales & Growth Opportunity Management

• Identify and qualify growth opportunities within your customer portfolio, including upsell, cross-sell and expansion opportunities that align with customer business needs.
• Manage the full lifecycle of customer growth requests from initial enquiry or lead identification through to quoting, application handling and solution delivery.
• Conduct pricing and customer analysis across your existing customer base to ensure mutually beneficial outcomes that support both retention and revenue growth.
• Manage cross-sell opportunities and take charge of additional product sales, focusing on revenue growth within the existing customer space from identifying needs through to fulfilment.

Customer Engagement & Solution Expertise

• Provide exceptional customer service standards, ensuring positive experiences for all existing clients throughout their relationship journey while fostering long-term loyalty.
• Maintain current and comprehensive knowledge of our product suite, pricing structures and relevant industry trends to provide expert consultation and comprehensive support.
• Clearly articulate the features, benefits and value of our payment solutions, including face-to-face, online and integrated payment options, recommending the most appropriate solution based on each customer's business needs.
• Address customer concerns professionally and overcome objections effectively through consultative approaches and value-based positioning.

Process Management & Strategic Collaboration

• Engage in ongoing customer interactions, including contract generation, online MEF processing and handling closure requests to foster long-term loyalty and operational efficiency.
• Accurately record all activities, customer interactions and account status updates in CRM systems to support effective relationship management and comprehensive reporting.
• Use data and insights to proactively identify risk of churn and implement retention strategies that strengthen customer loyalty while identifying growth opportunities.
• Collaborate effectively with cross-functional teams including Marketing, Product, Risk and Onboarding to optimize customer experiences and achieve organizational goals.
• Contribute to initiatives aimed at preventing attrition and improving customer loyalty by analysing existing customer data and identifying key risk factors for potential loss.
• Remain actively engaged throughout the end-to-end sales process, coordinating with customers and internal stakeholders to support opportunity progression, fulfilment requirements, successful solution implementation and ultimately helping customers become live and transacting.

Who are we looking for

Skills and Experience

• Proven experience in customer service and sales within the fintech or merchant services industry with demonstrated success in relationship management and revenue achievement.
• Extensive experience in managing complex customer scenarios and negotiations while maintaining professional relationships and achieving mutually beneficial outcomes.
• Proven experience in meeting and exceeding both retention and sales targets through effective customer engagement and strategic relationship management.
• Extensive experience with CRM platforms and effective management of sales and customer retention pipelines in fast-paced, target-driven environments.
• Strong analytical skills to evaluate customer data and deliver solutions based on actionable insights and business intelligence.
• Knowledge of payment solutions or proven experience in fintech/technology sectors is highly advantageous.

Attributes

• Outstanding communication skills with ability to engage and influence customers and internal teams effectively while rebuilding rapport quickly and driving retention decisions.
• Customer-focused approach with genuine desire to understand business challenges and help SMB customers succeed through appropriate payment solutions and growth opportunities.
• Strategic thinking with strengths in both tactical sales and long-term customer relationship management capabilities.
• Results-oriented and highly motivated professional capable of working effectively in target-driven environments while maintaining service quality and customer satisfaction.
• Well-organised individual with strong time management skills and proven ability to manage multiple customer relationships and sales opportunities concurrently.
• Ability to adapt quickly to dynamic environments, embracing and implementing change as required to increase effectiveness and business outcomes.
• Strong leadership presence, capable of driving team unity and performance towards common goals with initiative and responsibility.

Qualifications

• Training or certification in Business, Sales, Marketing or Customer Success is valued.