Key Account Manager, APAC/ Customer Experience Manager, APAC

WHO WE ARE: Founded in 2013, Ignition is the leading revenue and billing automation platform for firms and agencies to transform their sales, billing and payment processes. Ignition automates proposals, engagement letters, invoicing, payments and workflows in a single AI-powered platform, empowering 8,500+ businesses to sell, bill and get paid for their services with ease. To date, Ignition customers have managed relationships with over 2.4 million clients and earned $13b in revenue via the platform. Ignition's global workforce spans Australia, Canada, New Zealand, the Philippines, US and the UK. COMPANY VALUES: - We are better everyday - We work without ego - We are smarter together - We hero our customer WHERE AND HOW WE WORK: We are open to candidates based in Sydney, Melbourne, or Brisbane with full Australian work rights. We operate in a hybrid model, giving you flexibility to work from home, a shared workspace, or a combination of both. ABOUT THE ROLE: The Ignition Key Accounts team helps accountants, bookkeepers and their clients transform the way they work together, and are responsible for driving Ignition’s long-term revenue expansion and customer retention. The typical Key Account Manager is a person who knows that you win by building a trusting relationship. Our team motto is “win the keys to the office”; Your customers value your input and expertise so much that they’d be willing to give you a key to their office. As a Key Account Manager, you are responsible for guiding our customers through their journey as soon as they purchase Ignition. From supporting them through their roll-out plan, providing expertise on the professional services business model, to ensuring they are aware of the best practices they can apply to their own account, you will be the face of Ignition for the customer, and the expert they value the most. You always aim to deliver an exceptional customer experience while using the tools available to you to know when to engage and when to leave them to their own devices. You will aim to drive Ignition’s expansion revenue primarily through the adoption of our payment solution. You’ll look for opportunities within your customer portfolio to increase their attach rate. Equally, you’ll be tuned into the risks and take all the steps necessary to retain happy customers who are achieving their expected ROI. WHAT YOUR DAY TO DAY WILL LOOK LIKE: - Proactively manage and grow a large portfolio of assigned customers. - Build strong relationships with every single customer to help them complete their roll-out plan, achieve their expected ROI while increasing the potential for additional referrals - Achieve new customer activation targets to ensure our most recently onboarded customers have an incredible first-experience with a speedy time to value. - Achieve monthly and annual payment volume targets while maintaining a customer-centric mindset. - Identify areas of opportunity and/or concern based on usage patterns, research, and our customer maturity index. - Serve as a cloud technology subject matter expert advising our customers of industry best practices for their sales process, onboarding, billing and payment collection, and renewal processes. - Help build and deliver scaled content that helps support our customers’ journey. Create and host webinars, collaborate on articles and other educational materials that help deliver a scalable customer experience. - Maintain, build, and grow collaborative relationships with our larger customers and partners. Lean on these relationships for webinars, seasonal campaigns, and case studies. - Be the voice of the customer, provide customer insights to our product, marketing and sales team. You’ll be highlighting key points of innovation and improvements that will enhance the user experience, capabilities, features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal, and referral rates. - Work with your fellow Key Account Managers…