Partner Success Associate, SMB (Perth-based)

• Own your portfolio of Zip merchant partners as their first POC and drive engagement
• Work collaboratively with multiple internal and external stakeholders in a fast pace environment
• Perth-based opportunity (fully remote) 

Start your adventure with Zip

Zip’s commercial team is responsible for bringing new merchants on to our platforms, and then scaling our partnerships with them so they are set up for success for the long-term. Our SMB team own the relationships with key, strategic merchants across a range of industry verticals, from solar and outdoor power to internal furnishings and kitchens. On a day to day basis you’ll be developing and executing strategies alongside Zip’s Product and Marketing teams, while engaging clients to give them the tools and the confidence to use our products to their full potential.

Interesting problems you’ll get to solve

As a Partner Success Associate, you will provide support for a portfolio of Zip merchant partners. Your role will be both a support function for accounts that are co-managed (where you will manage branch level relationships for Zip partners) as well as direct management of partners. You will provide key personalised training sessions to best upskill and engage with the merchant to give them the tools and confidence to use Zip to its full potential. You will also be involved in deploying key promotional and re-engagement streams of work to increase engagement from the merchant and their subsequent customer’s online and in store. This role is crucial to increasing engagement through key merchant lifecycle stages and the catalyst for Zip’s adoption into their business.

You will be heavily involved throughout the lifecycle including: 

• First point of contact to a cohort of strategic SMB merchants to provide end to end service alongside the Marketing, Product, Sales and Merchant Operation teams.
• First point of contact for all merchant operational tasks, set ups, technical validation of both merchant and customer application and order flows. 
• Identification and execution of strategies to drive profitable growth amongst SMB partners via account plans, including re-engagement, repricing, product upsells, commercial reviews. 
• Provide merchant support, including but not limited to:
• Contacting merchant dealers/franchisees to activate merchant network
• Guiding through integration and implementation processes 
• Supporting merchants with all administrative tasks 
• Channeling merchant offers through to Zip marketing opportunities (e.g. deals page, social posts/app feed where relevant)
• Supporting setup of extended IF promotions
• Outbound engaging with merchants to expand their product offering (e.g. longer IF terms, Zip Business)
• Outbound engaging with merchants to optimise BPI and POS (with results from BPI audit and project)
• Cross selling Zip products
• Provide timely reporting to your portfolio, with a key focus on strengthening business growth and achieving optimal Zip presence through Partner’s online and in-store channels.
• Ensure Salesforce is maintained as single source of truth
• Collaborate cross functionally across business units including Sales Support teams, Marketing, Product, Compliance teams to advocate for and drive change to continue improving Partner and Customer experiences

What you’ll bring to the team

Zipsters work on a broad range of initiatives, and our skills and experiences all look a little different. What really matters to us is that you’re a great fit with our four Values, and have a desire to learn and grow. 

So whether you meet some or all of the desirable attributes below, we’d still love to hear from you:

• 12+ months experience in a Partner Success or Merchant Experience role or similar relevant experience, with demonstrated high levels of productivity and customer satisfaction
• A good understanding of Consumer Credit, BNPL Payments, eCommerce and Retail, including a good understanding of Zip’s competitive landscape
• A growth mindset and a strong appetite to execute your role in a rapidly changing external environment.
• Ability to understand business needs, consistently meet expectations and respond promptly and professionally to business requests or inquiries, seeking guidance as appropriate
• Great planning and time management skills, and the ability to effectively manage multiple tasks simultaneously, prioritise, be detail-oriented and deliver results
• Good experience & skills in presentation, building business cases and influencing multiple internal / external stakeholders to effect change
• Experience using Sales CRM’s (Salesforce, Tableau, Coda) preferred

What you’ll get in return

Zip is a place where you’ll get out what you put in. The newness of our sector means we need to move at pace and embrace change, and our promise to you when you join the team is that you’ll feel empowered and trusted to make big things happen quickly. 

We want you to feel welcome and as though you have the support to be yourself, and care for yourself at work. Because it’s important to us that you make the most of the opportunities you’ll get to grow your skills and your career, surrounded by smart, friendly people and leaders that have your back.

We think these are just some of the best things about being a Zipster. We will also offer you:

• 25 days paid leave annually, including birthday leave and quarterly wellbeing days
• 16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers
• Family support policies including miscarriage bereavement leave and domestic violence leave
• Mental health and wellness initiatives, including $299 annual wellbeing allowance, free access for you and family members to our EAP service Sonder, discounted private health insurance, and great rates on fitness sessions through ClassPass
• 2 days paid volunteering leave per year
• Fee-free Zip products, and discounts with Zip merchant partners (AU)

Be a part of a team that reflects the diversity of our customers

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.
Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And finally…get to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products that bring customers and merchants together.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We’re proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.