Customer Success Specialist

**We’re powered by purpose**

Mable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, we’ve been helping our community live their kind of independence, and today we’re one of Australia's largest and fastest growing healthtech platforms.

We have been recognised in AFR’s Fast 100 list, Deloitte’s Tech Fast 50, and won the Australian Growth & Australian Technology Growth Company of the Year Award in 2020 So don’t miss your opportunity to join a thriving scale-up and deliver change to Australia’s care and support sector.

We are seeking an experienced and dedicated Customer Success Specialist to join our dynamic team. This role is essential in ensuring client satisfaction, loyalty, and success by providing exceptional support, building strong relationships, and developing strategic initiatives tailored to client needs.

Also working with the accounts admin team to manage and oversee the account statuses of vulnerable clients and liaising with NDIS and HCP providers to ensure vulnerable participants have continuity of care when faced with funding exhaustion and to ensure each case is handled with sensitivity, accuracy, and compliance with regulatory guidelines.

Key Accountabilities:
**Client Relationship Management**:

- Develop and maintain strong relationships with key clients, serving as their primary point of contact.

**Client Retention**:

- Work with Senior Manager Customer Services to implement and oversee strategies to enhance client retention and satisfaction from high value clients, plus the relationship of win backs for offboarding clients.

**Performance Monitoring**:

- Track and analyse client performance metrics, providing insights and recommendations to Senior Manager Customer Services to improve client outcomes.

**Issue Resolution**:

- Proactively address client concerns and issues, ensuring timely and effective resolution.
- Oversee and evaluate the individual situations of escalated cases of NDIS and HCP client accounts, ensuring case management is handled with the utmost dignity and respect.
- Work closely with clients and their families to communicate the reasons and processes behind funding-based decisions, account status and care options whilst fostering understanding and maintaining trust.

**Strategic Planning**:

- Collaborate with clients to understand their goals and develop customised success plans to achieve them.

**Collaboration**:

- Work closely with Senior Manager Customer Services to collaborate with internal teams, such as Growth, Sales, Matching and Retention, and Customer Support/Accounts Admin, to align strategies and enhance client experience.

**Reporting**:

- Prepare and present regular reports on client performance, satisfaction levels, and other relevant metrics to senior management.

**Training & Development**:

- Provide training and support to clients on product usage and best practices.

**Continuous Improvement**:

- Identify opportunities for process improvements and contribute to developing client success best practices.
- Stay informed about changes in NDIS and HCP policies, incorporating new regulations and funding opportunities into client care strategies.
- Advocate for the client's needs and rights, ensuring that all actions are in their best interests and uphold the organisation's ethical standards.

**Skills, knowledge and experience**:

- Strong relationship-building and client management skills.
- Excellent communication and interpersonal skills.
- Proficiency in client relationship management (CRM) software.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Problem-solving skills and the ability to handle high-pressure situations.
- Strategic thinking and the ability to develop and implement client success plans.
- Ability to adapt to a fast-paced environment and manage multiple priorities simultaneously.

**Our Values**

**We’re Switched On **\uD83D\uDCA1

We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights.

**We’re Bold **\uD83D\uDCE3

We’re ambitious and embrace creativity to solve challenges. We’re here to reshape the industry and back big ideas.

**We’re One **\uD83E\uDD1D

We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking.

**We’re Impactful **\uD83C\uDF1F

We work hard to deliver change. We innovate and move fast to make a difference in the sector and people’s lives.

**Our Benefits
**Power your career ️**

Learn from industry experts, experienced leaders, and on-the-job opportunities.

**Work away \uD83C\uDF0E**

Get a creative boost working overseas for 4 weeks in a rolling 12-month period.

**Access parental leave \uD83D\uDC76**

Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for