Company Description

About Us:

Founded in 2017, Biza.io was built with the vision of becoming a world class SaaS solution to meet the complex and rapidly changing Consumer Data Right specification. We’re focused on implementing and delivering innovative solutions within the CDR landscape empowering Australians to take control of and share their own data

From humble beginnings as a bootstrapped tech start-up, Biza.io is on a mission to scale after securing a Series A investment of $7.5m in 2022. Our solutions are enabling thriving open data ecosystems that are changing the way the world shares data, driving innovation in the financial services sector and cost savings for consumers as a result.

We now have more than 18 million consumers with data-sharing access enabled by our technology and that’s just the beginning!

Our Values

Trailblazer: We courageously lead from the front with a growth mindset. We do it together, not alone.

Curiosity: We have an unwavering commitment to continuously expand our knowledge. We respectfully challenge the status quo.

Diligent: We balance innovation and risk with the need to ensure we deliver for our customers

Success: We are the trusted partner, empowering our customers for mutual success. We fearlessly communicate the best options.

Job Description

About the Role

As an Account Manager for at Biza, you will be the primary relationship manager for our customers, ensuring they achieve maximum value from our Consumer Data Right (CDR) products. Reporting to the Head of Growth, you will be responsible for building and maintaining strong, long-term relationships with your assigned customers, driving customer satisfaction, managing contract renewals, and overseeing the entire customer lifecycle post-sale.

Your role will focus on understanding customer needs, aligning and tailoring Biza’s solutions to those needs, ensuring awareness and compliance with CDR regulations and providing thought leadership on CDR-enabled innovation to identify, create and lead opportunities for upselling or cross-selling of our services.

You will operate within a fast-paced environment acting autonomously across the entire post-sales process. This will involve being the commercial point of contact during the implementation of Biza’s solutions in conjunction with customer stakeholders and handling the ongoing customer relationship after go-live, including contract renewals. You will collaborate with internal teams to be the voice of the customer and identify and lead opportunities to improve customer experience and supporting processes.

Success in this role will be defined by your ability to foster and maintain high levels of customer retention and satisfaction, diligent and timely execution of contract renewals, and drive and deliver account revenue growth in line with target customer value and commercial objectives.

Key Responsibilities:

Customer Relationship Management:

• Serve as the main point of contact for assigned customers, building strong, trust-based relationships.

• Proactively manage the customer journey, from initial onboarding to contract renewal, ensuring that customers receive value from our products, remain compliant with CDR requirements and choose to partner with Biza for the long term.

• Maintain regular communication with customers to understand their evolving needs, provide support, and ensure our solutions continue to meet their business objectives.

Customer Success & Satisfaction:

• Monitor customer satisfaction and actively address any concerns or issues by coordinating with internal teams, including our customer success and product teams.

• Ensure customers are fully utilising our products, providing insights, advice and access to resources to optimise their success, experience and compliance.

• Track customer metrics (e.g., product usage, feedback, satisfaction scores) to gauge overall account health and address any churn risks.

Strategic Account Management & Upsell Opportunities:

• Identify upsell and cross-sell opportunities by understanding customer needs and aligning additional features or services to enhance their CDR compliance and operational efficiency.

• Collaborate with customer success and product teams to develop strategies for account expansion and create proposals that address customer challenges with extended services.

• Provide customers with product updates and overviews of new feature releases that may enhance the value they receive and their use of our products.

• Implementation of effective strategies for each account, demonstrating a keen understanding of individual customer needs and business objectives.

• Provide thought leadership on CDR-enabled innovation opportunities to ensure customers have an awareness of the value of the CDR to their business objectives and position Biza as their ‘go-to’ for all aspects of the CDR.

Customer Renewals & Retention:

• Proactively manage the contract renewal process for each customer, ensuring timely and smooth renewals by engaging customers well before contract expiration.

• Negotiate and secure customer renewals by demonstrating the ongoing value of our products, addressing any concerns, and offering tailored solutions that align with their evolving needs.

• Work closely with internal teams to provide insights into customer health and renewal risks, developing action plans to mitigate potential churn.

• Maintain a high customer retention rate by ensuring renewals are seamless, and customers continue to see value in our products post-renewal.

• Ensure customer renewal terms are commercially sound and in line with Biza’s commercial objectives

Collaboration with Internal Teams:

• Work closely with growth, product, and customer success teams to relay customer feedback and influence product, services and process improvement.

• Collaborate with technical and pre-sales teams to ensure customer issues or enhancement requests are resolved in a timely manner.

• Participate in regular internal account review meetings to update key stakeholders on account status, opportunities, and challenges.

Customer Onboarding & Implementation Support:

• Oversee the onboarding process for new customers, supporting our Customer Success Managers ensuring a smooth implementation of our products.

• Collaborate with the customer success team to ensure timelines and customer expectations are met.

• Act as an escalation point for any issues during implementation

Industry Expertise & Thought Leadership:

• Stay up to date on CDR regulatory changes and industry trends, ensuring customers are informed of how these changes may impact their business.

• Act as a subject matter expert, advising clients on best practices for data management, governance, and compliance within the context of CDR.

• Represent the company at client meetings, industry events, and conferences, positioning our products as industry leading CDR solutions.

• Articulate and advocate for the innovation and value creation opportunities presented by the CDR as both a Data Holder and Data Recipient to improve business processes, end-customer experience and competitively differentiate to acquire new customers

Market & Industry Engagement:

• Support the Growth team to develop and manage sales campaigns, customer presentations, product and service collateral, tender responses, marketing activities, industry event planning, attendance and participation where required.

What Success Looks Like:

Customer Retention, Renewals & Satisfaction:

• Customer Retention: Achieve high customer retention rates by delivering consistent value and ensuring customer satisfaction throughout the lifecycle.

• Renewal Process: Ensure all customer renewals are completed on time, with a smooth process and minimal negotiation hurdles.

• Renewal Success: Maintain a high renewal rate, with proactive management of renewal cycles and early identification of any risks to renewals.

• Satisfaction Scores: Improve customer satisfaction scores (e.g., NPS, CSAT) through proactive relationship management and timely issue resolution.

Account Growth & Revenue Expansion:

• Upselling & Cross-Selling: Increase account value through upselling and cross-selling additional features, products, or services that align with the customer’s evolving needs and Biza’s commercial objectives

• Revenue Targets: Meet or exceed sales targets for account expansion, contributing to overall company revenue growth and profitability.

• Product Adoption: Ensure customers expand their use of Biza’s offerings by adopting new features and products, leading to higher lifetime value per account.

Account Health & Engagement:

• Engagement: Maintain high engagement with assigned customers by driving adoption of product features, and proactively addressing any risks or concerns.

• Customer Health: Ensure customer accounts are in good standing, with regular check-ins and thorough customer health reviews.

• Long-Term Partnerships: Customers are highly engaged with our products, using them to their fullest potential, leading to stronger relationships and long-term partnerships.

Customer Advocacy & Case Studies:

• Customer Advocacy: Develop strong customer advocates who are willing to participate in case studies, testimonials, and references, contributing to the company’s reputation in the industry.

• Referrals: Leverage satisfied customers to create opportunities for new business through referrals and shared success stories.

Collaboration & Feedback Loops:

• Internal Communication: Ensure strong internal communication and collaboration across departments to meet customer needs and influence product roadmaps.

• Customer Feedback: Regularly communicate customer feedback to internal teams to help shape product features, updates, process and service improvements.

Market & Industry Engagement

• Industry engagement: Contribute to and support the Growth team to execute on effective industry event participation including representing the company at industry events, webinars, and conferences, and acting as a subject matter expert on CDR solutions

• Prospect engagement: Contribute to and support the Growth team to execute on effective marketing campaigns, presentation and sales collateral development and tender responses

Qualifications

Essential

• Proven experience in account management, customer success, or relationship management, ideally in a SaaS environment or within a regulated industry.

• Demonstrated ability to manage multiple accounts, with a focus on building long-term relationships and achieving business growth.

• Demonstrable experience in managing SaaS subscription renewals,
  understanding of contract issues and retention strategies.

• Strong problem-solving skills and the ability to work cross-functionally with technical, growth, and customer success teams.

• Strong customer-facing skills (empathetic problem-solving and customer-
  first manner, in-person and remote presentations, report writing and other
  written correspondence) with the ability to manage complex customer relationships.

• Jira, Confluence or similar ticketing/issue tracking system

• HubSpot or similar CRM system for forecast management

• Knowledge and application of solution selling methodologies

• Attention to detail and the ability to recognise and be proactive on urgent
  customer situations.

• Track record of meeting and exceeding sales and profitability objectives

Desirable

• Strong understanding of the Consumer Data Right (CDR) framework, regulations, and data governance or experience in Open Banking

• Experiencing in Banking or another regulated industries with complex organisational and commercial customer environments

• Understanding of modern software architectures (APIs, IT security, datastores and schemas, web and mobile applications)

Additional Information

Biza.io is a company with flexible working options to allow our employees to do their best work in a way that suits them. We also offer a number of great benefits we’re proud of, such as:

• Employee Share Options Scheme
• Floating public holidays – use them when it suits you
• Corporate phone and plan
• Corporate internet plan
• WFH/tech allowance when you join
• Annual budget to spend on learning and development
• Generous referral scheme so you can reap the rewards of helping us grow!

If this sounds like you and you want to be a part of the data revolution in Australia, apply now!