Key Account Manager, APAC

About the role

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 globally, to identify and implement improvements to processes, documents, tools, and reports to benefit the team and clients.

• Attend trade shows and events where you’ll meet existing customers and potential customers.

WHAT YOU NEED TO SUCCEED:

• Good written and oral communication skills for creating professional documents and presentations and for sharing knowledge, and facilitating effective discussions within team and cross-functional settings.

• Data-driven decision-making: Combines analytical skills and financial acumen to interpret data and make informed decisions that align with company objectives and customer needs.

• Demonstrated interest in and/or hands-on experience with AI tools and platforms, particularly Claude, Codex, and ChatGPT.

BONUS POINTS FOR:

• Strong proficiency with common SaaS tools and platforms such as Zapier, Slack, Zoom, Loom, Vitally (or other customer success platforms), Google Workspace, Atlassian, Intercom, and reporting tools like Looker

WHY JOIN US:

Join our global SaaS scale-up company where we foster a collaborative, open, and transparent culture and work without ego. Our team comprises curious and intelligent colleagues who embrace challenges. Here's what we offer:

• Competitive salary package plus employee stock options from day one

• Annual education allowance to support your professional development

• Employee recognition program that celebrates impact and contribution

• Quarterly wellness allowance to support your physical and mental wellbeing

• Complimentary subscriptions to Headspace and our Employee Assistance Program

• Flexible working, supported by work-from-office reimbursement and a mobile allowance to help you set up safely at home

• Work from anywhere for up to one month each year, with business approval

• Financial Planning allowance (after all, we are in the accounting business!)

• Vehicle Leasing Benefits

• Paid parental leave

• An extra paid day off for your birthday, plus paid volunteering leave

COMPANY VALUES:

• We are better everyday

• We work without ego

• We are smarter together

• We hero our customer

WHAT TO EXPECT FROM OUR RECRUITMENT PROCESS:

• A friendly introductory conversation with our Talent team to learn more about you and share additional detail about the role

• An interview with the Hiring Manager focused on your experience, strengths, and approach to work

• A final conversation with the Head of the function to discuss career growth and the broader business context

• Reference and background checks following acceptance of a verbal offer

We may use AI enabled tools to support parts of our recruitment process, such as improving efficiency in scheduling and note taking. These tools are used responsibly and never replace human decision-making, all hiring decisions are made by our people.

We aim to keep the process transparent, respectful of your time, and as smooth as possible.

We encourage you to apply even if you don’t meet every requirement, experience comes in many forms, and diverse perspectives make our teams stronger.

Ignition is an equal opportunity employer. If you require accommodations during the recruitment process or need materials in an alternative format, please contact careers@ignitionapp.com.

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