• pbourke2

Customer Success Specialist - Melbourne


BikeExchange has an awesome opportunity for a motivated, customer focused champion to join our world-leading (and rapidly growing) bike marketplace!

As a natural connector, you will enable the success of our customers (bike stores brands and dealers), through building valuable relationships between our valued customers and our team. You have an uncanny ability to identify the needs of our customer before they know it. Your experience, knowledge and natural drive for customer success will seamlessly translate into the business.

About the job

The Customer Success Specialist is the key relationship between our business and our bike stores, brands and dealers. As well as monitoring and improving the day to day customer performance, you will also act as a business and eCommerce adviser and support. You will be responsible for customer experience on the BikeExchange platform including the onboarding and training process, product mix, eCommerce processing and performance, customer success and retention.

What you’ll do

  • Execute and own the onboarding process, integration and training of Sellers

  • Accountable for the success and satisfaction of our customers on BikeExchange

  • Maintain excellent communication between our customers and our team

  • A natural brand champion for the BikeExchange (global) team

  • Ensure all available customer products are online and well presented

  • Ensure all customers achieve a high number of eCommerce sales and successfully follow eCommerce processes

  • Ensure all customers have a high level of satisfaction, continually improving performance and maintaining a high level of retention

  • A focus on customer support with a strong understanding of partnership building, account growth, retention, and up-selling success strategies

  • Supporting and converting customers to POS connected & eComm activated (POS & sales channel mix )

  • Work with customers to convert concierge leads

  • Collaborate closely with the Sales & Partnerships and eCommerce team, drive cohesive and effective conversations

  • Provide valuable seller insights and coordinate product campaigns and brand activities

  • Be a part of a global customer/seller success teams that makes BikeExchange the only destination for people to go to for all things bike.

In your toolkit

  • Customer Success / Account Management experience

  • A strong understanding of the bicycle industry

  • Marketplace and/ or advertising experience

  • eCommerce experience

  • Great attitude and belief in BEX purpose and vision

  • Strong drive to achieve

  • Teamwork and collaboration across multiple internal stakeholders

  • Leave your ego at the door and stay focused on our bigger goals rather than your glory.

What’s in it for you?

  • The chance to be part of our exciting growth journey as we scale up

  • Connections with local and international brands, teams and industries

  • The opportunity for you to use your diverse set of skills while learning how to solve exciting new problems for our sellers

  • Real flexibility. We understand and appreciate that people have lives outside of work, so our working arrangements are flexible and will stay that way after Covid restrictions are removed

  • Brand new office in South Melbourne with some of the best ‘perks’ in the market today - A private office space designed specifically for us, 5-star wellness and end of trip facilities (basketball court, yoga, boxing, full gym, onsite PT and physicians), secure bike storage room, a range of different meeting room styles and sizes, two large shared kitchens (stocked with coffee, breakfast, fresh fruit), a cafe on the ground floor, special events as well as s great inter-business community.

  • All the tools, equipment and resources you need to be successful in your role

  • A supportive, friendly and fun team environment

If you’d like to find out more about how you can bring your expertise to this exciting opportunity please reach out to us today! We are keen to add the right person to the team ASAP.

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