Junior Implementation Specialist

About ZellerAt Zeller, we’re champions for businesses of all sizes, and proud to be a fast-growing Australian scale-up reimagining business banking and payments.We believe in a level playing field, where all businesses benefit from access to smarter payments and financial services solutions that accelerate their cash flow, help them get paid faster, and give them a better understanding of their finances. So we’re hard at work building the tools to make it happen.Zeller is growing fast, backed by leading VCs, and brings together a global team of passionate payment and tech industry professionals. With an exciting roadmap of innovative new products under development, we are building a supportive and high performing team to inspire change in the outdated banking solutions. If you are passionate about innovation, thrive in dynamic environments, embrace new possibilities, hate bureaucracy, and can’t think of anything more exciting than evolving the status-quo, then read on to learn more. Implementation Specialists manage the late stages of the sales funnel, ensuring that our merchants have a beautiful, seamless experience from onboarding to implementation of Zeller within their business.

You’ll bring a deep knowledge of products to manage the implementation of Zeller into their business, linking product benefits to demonstrate how Zeller can benefit them, and capturing valuable feedback to inform future product development and updates that may enhance their experience.

An Implementation Specialist is a customer-facing role that involves a mix of both remote (virtual, phone) and in-person engagement with merchants, as well as some additional administrative responsibilities. There is a strong bias towards execution, combined with real-time problem solving. To be successful in this role, you will consistently deliver an amazing onboarding experience for a Zeller merchant, maintain consistent touch-points with high-value customers to aid retention and product adoption, and drive continued efficiency in the implementation process that reduces the time to first transaction.

Role Responsibilities

Be responsible for managing high-value deals through implementation to active transacting status

Deliver training and education that enable merchants to meet their go-live timeline

Identify and address any blockers or obstacles during the implementation cycle, manage 1:1 merchant communication, and create and deploy strategies to make improvements to this process

Be an expert in Zeller’s product ecosystem by keeping up-to-date with updates and feature releases

Track your merchant interactions using our CRM and dialler (we use Hubspot and Dialpad)

Provide regular feedback and maintain relationships to internal teams (Sales, Marketing, Product, Engineering, Customer Experience) to ensure Zeller is continually delivering a great product and service to our customers

Your typical day will include

Managing an implementation pipeline: Manage and prioritise your schedule of merchant implementation, as passed to you automatically through the Sales deal close workflow.

Implementations: Onsite or virtual (phone / video call) consultations with merchants to support them with Zeller Account setup, individual / team training on value and use of Zeller products, and account optimisation.

Team interaction: Attendance and feedback delivery at recurring Sales / Account Management team meetings.

Data entry: Configuration of a Zeller merchant’s account, and entry of data within their HubSpot profile (preferences, product / feature requests, integrations, etc) to enable future CRM and upsell opportunities.

Your skills and experience

• 1+ years experience in a customer-facing role in areas such as Technical or Customer Support
• Outstanding time management and the ability to learn quickly
• You're a strong communicator who is comfortable build rapport and engaging with people in-person and online
• You think fast on your feet and are adept at problem-solving
• Technically-minded, with excellent written / verbal communication skills
• An infectiously positive attitude
• Valid drivers license and your own car (preferably)
• A Bachelor’s degree, or relevant work experience in a related field