Customer Success Specialist

4 days ago

Sydney, Australia Avant Full time

Avant Practice Solutions is part of Avant Mutual Group, who support over 90,000 healthcare practitioners across every Australian state and territory. This means we understand the complexities and risks of running a modern-day healthcare practice.
Our goal is to empower practitioners to increase efficiency, assure protection and stimulate growth. With our holistic solutions, we support doctors and business managers with the right insights, strategies, and support, so they can take their business forward with confidence, focusing on what matters - quality patient care.
**About the role**:
The Customer Success Specialist plays a vital role in providing customer and product support to clients using our practice management software platform, PracticeHub.
You will champion the high standard of excellence demonstrated by our team by engaging and managing relationships with our PracticeHub customers, ensuring their satisfaction with our product and services, and driving retention and expansion of our customer base. Very importantly, you will act as the key support and technical escalation point.
**The key responsibilities**:

- Develop a deep understanding of our product and its features, and work closely with customers to help them get the most out of our solution.
- Build and maintain strong relationships with our customers, acting as their primary point.
- Act as the key point of technical and support escalation.
- Take ownership of the customer onboarding process, collaborate closely with different stakeholders to understand requirements, and ensure the onboarding experience is seamless for our customers.
- Monitor customer health and engagement metrics, and develop and execute strategies to improve retention and reduce churn.
- Drive adoption and usage of our product by providing guidance, training, and best practices to our customers.
- Ensure SLAs are met and workload managed across all allocated onboarding setups.
- Build relationships with cross-functional teams (Tech, Sales, Product, Marketing) to deliver the best experience for our clients and raise the company’s NPS.
- Represent the voice of the customer to internal teams, and provide feedback and insights to help drive product and service improvements.
- Proactively identify opportunities to upsell and cross-sell our services, and work with the Sales team to close new business.
- Provide support to the Operations team.

**Skills and experience required**:

- Previous Customer Success experience, particularly experience in recovery and retention of accounts.
- Experience in the SaaS or Healthcare industry would ideal but not essential.
- Experience with an online content management system (CMS) beneficial.
- Experience in onboarding or establishing new customers onto a system.

At Avant, our people are the centre of everything we do for our members. We offer a range of benefits and opportunities to enable you to make a difference, learn, and grow in your career.
For further information, please contact Sue Allen, Talent Acquisition Business Partner on 0429 404 856.

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