Associate Customer Success Manager
ShiftCare, Australia
Job Description
Who is ShiftCare?
ShiftCare is a fast-growing SaaS start-up that is redefining the way Aged Care and Disability services are delivered in Australia, New Zealand and the USA. We are looking for an Associate Junior Customer Success Manager to champion the high standard of excellence demonstrated by our team on a daily basis.
As the Associate Customer Success Manager, you will be working alongside the wider Customer Success team. You're a capable, proactive, client-facing professional who has exceptional communication skills as well as outstanding execution and customer engagement skills.
If you have the competence to successfully maintain and build new client relationships, and you know how to give a good product demo, we should talk!
Requirements
- 1-2 years of professional, client-focused account servicing, or similar work experience.
- Outstanding execution and product demonstration abilities.
- Exceptional written, oral and interpersonal communication skills.
- The ability to set realistic goals, manage expectations, and prioritise competing interests.
- A demonstrated ability to stay on top of administrative tasks.
- Excellent time-management skills.
- Proficient computer skills and the ability to learn new applications.
- Experience with SaaS.
- Experience with helpdesk ticketing software (Intercom or HubSpot preferred) and remote support tools (Zoom).
- Previous experience working with timesheets, payroll or accounting software is a bonus.
- Friendly, approachable and strong relationship management skills.
- Understanding of how CRM systems work (Hubspot is a bonus).
- Familiarity with our industry is a plus.
Responsibilities
- Ensure customer onboarding requirements are delivered in a timely manner, striving to exceed customer expectations.
- Perform account management functions to proactively educate accounts and ensure they are optimized for success.
- Take ownership of customer set-ups, collaborate closely with different stakeholders to understand requirements, and ensure the onboarding experience is seamless for our customers.
- Ensure SLAs are met and workload managed across all allocated onboarding accounts.
- Understand product requirements and recommend solutions.
- Answer customer queries in relation to setup, onboarding and general support.
- Work closely and collaboratively with internal stakeholders (Operations, Software Development, Product, Marketing) to deliver the best experience for our clients and raise the company's NPS whilst preventing churn.
Benefits
ShiftCare is progressive in its thinking of staff wellbeing amp; interest and as such we offer:
- Floating public holiday - you can choose to work public holidays and use that day another time in the year.
- Flexible working hours and location. We value work-life balance. You’re free to work from our Sydney office or from home - where you want amp; when you want.
- Great community - regular lunch and learn events if you’re in the office, opportunities for presenting at webinars and networking through the Sydney startup community as well as regular company kick-off and Town Hall events.