Product Success Manager

Humanetix, a dynamic and rapidly growing Australian company, is expanding its technical team. As the creator of Australia's leading care management system for the aged care market, we have built a solid foundation of universally reusable components, including micro-services and web components. We are embarking on an exciting journey to bring these components to market in various verticals, starting with the health sector. With a promising year ahead, we are eager to strengthen our team

**We are searching for an experienced and adaptable Senior Product Success Manager to join us.**

The **Product Success Manager** is responsible for the following:
Having the responsibility of ensuring our current and prospective customers have the best experience when using our market leading care product. This will be done by having a dual focus on both customer success and product development.

**Customer focus**:

- Provide product demonstration to potential customers, partners, and other stakeholders (pre-sales)
- Managing the on-boarding experience of new customers, which involves liaising with the customer, product, and engineering teams to ensure timely deployment.
- Managing customer project timelines, working closely with our product and engineering team on any customer requests
- Regular customer engagement and liaison with particular customers throughout their lifetime with the product
- Providing customer support
- Other duties as directed

**Product focus**:

- Stay informed about the regulatory landscape within the care domain, conducting research and analysis to understand how it impacts our product and customers.
- Conduct in-depth analysis of customer requirements and needs, collaborating with the product team to translate these insights into new product ideas and features.
- Facilitate workshops to specify detailed product requirements for development, ensuring clear and comprehensive documentation to guide the engineering team.
- Creating and maintaining product configuration either generic or customer-specific, to meet various use cases and preferences.
- Assist in the launch of new features, providing training to new and existing customers, actively contribute to product documentation and training materials.
- Providing customer insights and feedback to ensure that customer needs are considered during the development process; proposing enhancements to drive the product in the right direction.
- Testing of products and features developed, validating that they meet quality standards and fulfil customer needs.
- Other duties as directed

**We highly value if you have**:

- a Bachelor degree in an IT related area such as business informatics or other;
- a good understanding of software development in general;
- an extensive experience interacting with customers and partners;
- an excellent communication skills, both written and verbal, technical writing in particular;
- experience in the acute care and/or aged care space;
- experience working in a start-up and/or small to medium company.

The **Product Success Manager** reports to both the Chief Customer Officer and Head of Product.

**WHAT WE OFFER**
- **Fulfilling work and a meaningful vision to embrace.** Customers are seeing improved clinical outcomes for aged care residents, and we aim to continue this success in more locations and to do the same for hospitals.
- **A friendly and supportive team **who are committed to the vision and continuous improvement of our development process.
- **Flexible working arrangements**:

- We believe remote work is the new normal and offer flexible remote working setup and hours, including a work-from-home, or a hybrid setup with offices in Canberra and Melbourne.
- **Great perks** - A budget for a home office each year, regular team celebrations, company events and more is just the start for being a part of our business. We also offer annual wellness allowances to support our employees.
- **Non-stop education**:

- We're from various backgrounds with different experiences and love to share our knowledge with the entire team. You will pick up multiple skills from technical, client delivery, and product.
- **Work/Life Rebalance**:

- On top of 20 days of annual leave, we also offer additional rebalance leaves tailored to your performance evaluation. We believe in supporting your mental and emotional well-being, allowing you to recharge and thrive.
- **Career progression** - We're growing fast which means opportunities arise within our business all the time. Be a part of one of the fastest growing software businesses in Australia.

**About Humanetix (formerly SmartWard)**

We think that everyone should be able to live their best lives wherever they are on their journey. That is why we are committed to solving problems in healthcare and other verticals wherever we can find them. Find out more about us at _Humanetix | Technology that enables you to care_.

**Benefits**:

- Professional development assistance
- Salary packa