Customer Success Advocate

4 weeks ago

Macquarie Park, Australia ShiftCare Full time

About ShiftCare

We are a fast-growing SaaS scale-up with innovative software that helps Australian & American disability support providers, in-home aged carers, and allied health professionals streamline their work by creating efficiencies in rostering, client management, and billing, enabling businesses to grow.

Our dynamic team is seeking an experienced Customer Success Manager focused on onboarding to join us. The ideal candidate will engage and manage relationships with our customers, ensuring their satisfaction with our products and services, and driving retention and expansion of our customer base.

Key Responsibilities

  • Product Mastery: Develop a deep understanding of our product features and collaborate closely with customers to help them maximise its value.
  • Customer Relationships: Build strong relationships with our customers, acting as their primary point of contact for any questions, concerns, or issues.
  • Onboarding Ownership: Take ownership of the customer onboarding process, working closely with different stakeholders to understand requirements and ensure a seamless experience.
  • Customer Health Monitoring: Monitor customer health and engagement metrics, developing strategies to improve retention and reduce churn.
  • Product Adoption: Drive adoption and usage of our product by providing guidance, training, and best practices to our customers.
  • SLA Management: Ensure SLAs are met and workloads are managed across all allocated onboarding setups.
  • Cross-Functional Collaboration: Build relationships with cross-functional teams (Operations, Engineering, Sales, Product, Marketing) to deliver the best experience for our clients and enhance company performance.
  • Customer Advocacy: Represent the voice of the customer to internal teams, providing feedback and insights to drive product and service improvements.
  • Upselling and Cross-Selling: Proactively identify opportunities to upsell and cross-sell our services.

Qualifications & Experience

  • Education: Bachelor's degree in business, marketing, or a related field.
  • Experience: 2+ years of experience in a customer success or professional, client-focused account servicing role, preferably within a SaaS business.
  • Skills:
    • Outstanding execution and product demonstration abilities.
    • Strong communication and interpersonal skills, building relationships with customers and internal stakeholders.
    • Experience providing Zoom training sessions to customers with varying technical aptitudes.
    • Excellent problem-solving skills, identifying and resolving complex issues.
    • Demonstrated ability to manage multiple projects and customers simultaneously.
  • Technical Proficiency: Familiarity with customer success metrics and ability to analyse and interpret data to drive action.
  • Software Experience: Experience with CRM and customer engagement software (e.g., HubSpot, Intercom, ChurnZero).
  • Industry Knowledge: Previous experience working with timesheet, payroll, or accounting software is beneficial.
  • Work Ethic: Ability to work independently and remotely, with a strong work ethic and time management skills.
  • Industry Familiarity: Familiarity with our industry is advantageous.

Estimated Salary: $80,000 - $110,000 per annum, depending on experience and qualifications. We offer a competitive salary and a range of benefits to support your career growth and well-being.

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