Customer Success Manager

2 weeks ago

Perth, Australia Healthengine Full time

**Job Description**:
This is your opportunity to join a team of forward-thinking, change-making individuals transforming healthcare experiences. Operating at the intersection of two fast-growing industries - health and tech - you’ll play an active role in shaping the future of healthcare in Australia.

We're proud to share that Healthengine is certified as a Great Place to Work and ranked #19 in Australia’s Best Places to Work (medium category).

**Our Mission**

Healthengine is a purpose-led business, and Australia’s largest consumer healthcare platform, helping people navigate the complex world of healthcare. We’re on a mission to transform humanity’s health, one care experience at a time. Healthengine’s platform brings together a leading range of healthcare practices, healthcare specialties and health ecosystem partners in a suite of integrated offerings to help people get a better experience across each step of their healthcare journey.

We’re all patients, right? So, it’s easy to get behind a mission that seeks to improve the healthcare experience for all Australians.

**The Gig**:
Our Customer Success Managers represent Healthengine, and are the primary point of contact for any of our practices who have concerns regarding product, support, or billing. The purpose of this role is to provide the best customer experience possible, which in turn will result in customer retention and expansion.

**Responsibilities**:

- To build great customer relationships to ensure that our customers remain our customers
- Proactively manage a portfolio of high value customers to maximise their return on investment
- Identify potential retention challenges and resolve
- Identify opportunities to provide value-add services to our customers and generate proposals
- Collect and report product feedback to internal teams
- Negotiate and close renewals with existing customers
- Coordinate finance and billing on behalf of customers
- Collate and distribute regular performance reporting
- Support Corporate Business Development Manager
- Coordinate with Corporate Technical Support and Corporate Sales Admin Support team members to guide new and existing customer service activations.

**About You**:
You are impact and results driven with an ability to drive continuous value to our products. You can talk with any customer level, including admin staff, managers and business owners. You will have an analytical ability to improve customer results through data and improvements. Your time management, organisational & problem solving skills will be key to your success in this role as this is a fast paced and ever changing environment. This role will also require you to be very proactive and demonstrate initiative as it is a very autonomous and results-driven role. You are intuitive, curious and a voracious learner, that will bring strong customer-facing skills.

Experience required:

- Strong experience in an Account Management role
- Experience in using multiple CRM and client management and reporting systems
- Experience using Microsoft Office (Excel, Word, Powerpoint) & Google Suite.

**Additional Information**

**The perks behind the work**

Healthengine is where you’ll be your best self. You’ll collaborate with smart, interesting people who will challenge you to be better. In addition to an array of growth opportunities, we also offer:

- Freedom and flexibility to work the way you want, with remote and hybrid opportunities
- Good mix of virtual and on-site events and celebrations, because we know how to have fun
- Fully stocked kitchen including coffee on tap and subsidised vending machine in our Perth space
- Discounts, salary sacrifice and packaging options through our benefit partners
- Extra leave so you can recharge and focus on your wellbeing
- Workplace wellness program, including additional leave entitlements for a healthy work-life balance
- Support for you when it comes time to grow your family with paid parental leave

**Diversity and inclusion**

Healthengine believes in the power of a diverse work environment and are fully committed to building and maintaining an inclusive culture. We believe that our differences can create new ideas, offer unique perspectives and speak on behalf of all of our customers and consumers. If you think you have what it takes but don't check all the boxes, reach out anyway - we’d love to hear from you.

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