Storable Australia - Newbook (LinkedIn)

Role Description This role of Training & Support Consultant ensures our valued clients receive a world-class experience by providing them with support and training regarding product functionality, new features, updates, and troubleshooting. As a Training and Support Consultant at Newbook, you will play a dual role in delivering exceptional customer support and providing training to our clients. Your primary responsibility will be to handle incoming phone calls and support requests from customers seeking assistance, whilst also conducting training sessions to educate clients on the effective use of our products and services. Your ability to provide superior support and training will be instrumental in ensuring customer satisfaction and maximizing the value they derive from our offerings. Key Responsibilities - Client Support - Troubleshoot technical problems customers encounter, guiding them through step-by-step solutions, and employ active listening to fully understand customers' needs and provide accurate solutions. - Offer ongoing support to clients after the live day, helping them troubleshoot issues and optimize their use of the company's solutions. - Serve as a point of contact for clients, building strong relationships and ensuring their satisfaction. - Collaborate to escalate and resolve complex technical issues efficiently and notify/escalate client concerns to senior management/customer success. - Strive to achieve customer satisfaction metrics and contribute to improving customer experience. - Maintaining Customer Support satisfaction scores as per KPI targets. - Utilise AI-assisted tools and technologies to improve response efficiency, troubleshooting, knowledge access, and overall client support outcomes. - Client Training - Assess the specific needs and requirements of each client to tailor training programs accordingly. - Develop training materials, modules, and resources to facilitate client learning. - Conduct training sessions, both one-on-one and in groups, to educate clients on the company's products, services, and operational procedures. - Ensure that clients understand and can effectively use the tools and resources provided. - Adhere to support and training standards to ensure consistently high-quality interactions. - Live Day Preparation - Work closely with clients to prepare them for their "live day," which will involve the launch of their database, ensuring importing and setup requirements are met. - Ensure cross-checking is completed before live day is due. - Provide guidance and support to clients during the transition to live operations, addressing any questions or concerns they may have. - Self-Leadership - Continuously update your knowledge and skills related to the company's offerings and industry trends. - Stay informed about changes and updates to the company's products or services. - Take the initiative to identify areas for improvement in the client training process and suggest enhancements. - Documentation and System Management - Maintain and log detailed records of client training sessions, progress, and feedback in CRM. - Maintain Knowledge Base and Confluence. - Create training reports and summaries for management and clients. - Utilise AI-assisted tools and technologies to improve documentation quality, support efficiency, knowledge management, and client training outcomes. - Contribute to the continuous improvement of processes, workflows, and support resources through automation and AI-enabled solutions. Qualifications - 1-3+ years experience in customer support, technical support, SaaS operations, or similar customer-facing software environments, including handling complex escalations. - Strong working knowledge of PMS, reservation, or operational SaaS platforms, ideally within hospitality, accommodation, or enterprise software environments. - Demonstrated ability to independently resolve complex Tier 2 and Tier 3 support issues using structured troubleshooting, replication, escalation management, and sound judgment. - Proven ability to consistently meet or exceed KPIs and performance expectations across multiple review cycles, including SLA, CSAT, ticket quality, productivity, and customer communication standards. - Experience delivering customer training or enablement, including webinars, onboarding, advanced product education, or operational workflow coaching. - Strong communication, stakeholder management, mentoring, and an ownership mindset, with the ability to remain reliable and professional under pressure. - Demonstrated commitment to teamwork, continuous learning, accountability, and operational excellence. Measures of Success - Achievement of training & support KPI targets. - High client satisfaction and positive training feedback. - Successful onboarding and live day outcomes for clients. - Reduction in escalations and repeat support issues through effective troubleshooting and education. - Effective adoption and utilisation of AI tools and process improvements to enhance productivity and client outcomes. - Contribution to team collaboration, operational efficiency, and continuous improvement initiatives. Critical Competencies - Customer-first mindset with strong relationship-building skills. - Excellent verbal and written communication skills. - Strong technical troubleshooting and problem-solving capability. - Ability to deliver engaging and effective training sessions. - Adaptability and willingness to embrace new technologies, including AI-enabled tools. - Strong organisational skills and attention to detail. - Empathy, patience, and professionalism when handling client issues. - Ability to manage competing priorities in a fast-paced environment. - Collaborative team player with a proactive approach to continuous improvement. Additional Information - Flexible working hours may be required to support clients across multiple time zones. - Ongoing training and professional development opportunities will be provided. - Career progression opportunities may be available based on performance and business needs. - This role is critical to ensuring clients receive exceptional support, effective training, and a smooth transition into live operations, while continuously improving the efficiency and quality of service delivery through modern tools and evolving best practices. Benefits - Competitive salary + Super - 4 weeks of leave, accrued throughout the year - Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! - 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events. - 8 hours of Rest, Relax, Recharge time to care for your mental health. - Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops. - Fully-paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively. - ’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment. - Caregiver Leave: four weeks of fully paid time away from work to care of aging dependents or family members, if needed. - Fertility care support options to help in your journey towards parenthood. - Access to financial experts to help you make informed decisions and achieve your financial goals.

Payments Migration Specialist (Contract) Position Overview We are seeking a highly motivated Payments Migration Specialist to lead our customers' transition from legacy independent sales organizations (ISOs) and third-party gateways to our integrated payments solution. This is a critical role within our vertical SaaS platform, requiring a blend of deep technical payment expertise, commercial acumen, and high-touch customer consultation. The ideal candidate will have extensive experience in merchant account management and the technical requirements of migrating complex payment systems while maintaining business continuity. Key Responsibilities - Lead Payment Migrations: Execute the end-to-end migration of customers from legacy ISOs and third-party gateways to our integrated payments product. - Customer Consultation: Partner with clients to understand their current payment workflows and design tailored migration plans that minimize downtime. - Merchant Statement Analysis: Review existing merchant statements to generate proposals that maintain effective costs post-migration while ensuring company margin. - Stakeholder Management: Act as the primary bridge between the client and our internal product, engineering, and customer success teams to ensure alignment. - Relationship Management: Serve as the main point of contact during the migration, ensuring high customer satisfaction and identifying future sales opportunities. Qualifications - Industry Expertise: 3+ years of experience in a payments-focused role (Fintech, Merchant Services, or SaaS) with direct experience managing system migrations. - Domain Knowledge: In-depth understanding of ISOs, payment gateways (e.g., Stripe, PayPal, Adyen), and merchant account services. - Technical Literacy: Familiarity with API-based payment integrations and the technical flow of payment processing. - Compliance Awareness: Strong knowledge of PCI-DSS compliance, security standards, and industry-specific regulations. - Communication: Exceptional interpersonal skills with the ability to translate technical payment concepts into clear, value-driven language for customers. - Execution: A "contractor mentality"—the ability to work independently, manage multiple project timelines, and deliver results in a remote environment. Preferred Skills - Experience with vertical SaaS solutions in industries like healthcare, real estate, or legal services. - Hands-on experience with data migration tools and CRM platforms. - Bachelor’s degree or equivalent professional work experience in the payments field. Contract & Compensation - Duration: Flexible duration based on migration project timelines and customer volume. - Structure: Compensation is project-based with additional performance incentives tied to successful migration outcomes. Location: Remote (Australia) with occasional travel About Us: At Storable, we’re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV & camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at www.storable.com. At the heart of Storable is our “Win More” culture, which reflects our commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. We strive to empower our team and our customers to achieve and win more than ever before. Benefits and Perks: - Competitive salary + Super - 4 weeks of leave, accrued throughout the year - Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in SCUBA certification classes, travel overseas, and redo their back patio, among many other things. - 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events. - 8 hours of Rest, Relax, Recharge time to care for your mental health. - Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops - Fully-paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively. - ’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment. - Caregiver Leave: four weeks of fully paid time away from work to care of aging dependents or family members, if needed. - Fertility care support options to help in your journey towards parenthood. - Access to financial experts to help you make informed decisions and achieve your financial goals.

Customer Success Account Manager Location: Australia - Remote Position Reports to: VP Growth and Client Experience About Newbook Newbook is a global property management and reservations platform that empowers operators in the accommodation and hospitality industry to grow and streamline their businesses. We pride ourselves on building strong, long-lasting relationships with our customers and partners, helping them maximise growth while delivering world-class service. Role Overview As a Customer Success Account Manager at Newbook, you will own relationships with a portfolio of customers, focusing on retention, account growth, and partnership management. This role is commercial at its core, you’ll drive adoption of key Newbook products (such as Payments and Enterprise solutions), reduce churn, and expand recurring revenue through strategic account planning. You’ll act as a trusted partner to decision-makers, uncovering opportunities, negotiating renewals, and ensuring our customers see Newbook as essential to their success. Key Responsibilities - Partnership Building - Build executive-level relationships to strengthen Newbook’s position as a trusted partner. - Work closely with customers to identify growth opportunities and address challenges. - Act as the voice of the customer internally, ensuring alignment across Sales, Product, and Support. - Account Growth & Renewals - Own a portfolio of accounts, ensuring strong renewal outcomes and long-term retention. - Identify upsell and cross-sell opportunities across Payments, Enterprise, and additional modules. - Develop account plans and revenue strategies aligned with customer business goals. - Commercial Success - Manage the full renewal cycle, including negotiations, pricing discussions, and contract execution. - Collaborate with Management to drive ARR growth across your portfolio. - Proactively mitigate churn risk with clear retention strategies. - Strategic Insight - Share market and customer insights to inform product strategy and GTM initiatives. - Leverage industry knowledge to advise customers on best practices and future opportunities. Success Measures - Portfolio retention rate (churn reduction). - ARR growth through upsell and cross-sell. - Payments adoption across customer base. - Strength of executive relationships and customer advocacy. Skills & Experience - Strong outlook for someone with previous work history in Holiday Parks or Hotel operational management with a strong understanding of the industry. - 4+ years in Hospitality Operations, Customer Success, Account Management, or Strategic Partnerships (Hospitality or SaaS technology preferred). - Strong commercial acumen - Excellent communication, presentation, and stakeholder management skills. Location: Remote - Australia About Us: At Storable, we’re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV & camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at www.storable.com. At the heart of Storable is our “Win More” culture, which reflects our commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. We strive to empower our team and our customers to achieve and win more than ever before. Benefits and Perks: - Competitive salary + Super - 4 weeks of leave, accrued throughout the year - Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in SCUBA certification classes, travel overseas, and redo their back patio, among many other things. - 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events. - 8 hours of Rest, Relax, Recharge time to care for your mental health. - Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops - Fully-paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively. - ’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment. - Caregiver Leave: four weeks of fully paid time away from work to care of aging dependents or family members, if needed. - Fertility care support options to help in your journey towards parenthood. - Access to financial experts to help you make informed decisions and achieve your financial goals.