Customer Success Manager

Take charge in shaping the customer journey
- Drive innovation and sustainable growth
- Collaborate with forward-thinking team

**Are you ready to lead the way in customer success?**

**Do you thrive on building strong relationships and driving meaningful change?**

**Are you passionate about improving the lives of clients while supporting a dynamic team?**

If this sounds like you, we'd love to hear from you

At **Access Support Coordination**, we're transforming how we deliver support services to our clients. As part of this growth, we're excited to introduce a key leadership position**:Customer Success Manager**.

**About the Role**
As our **Customer Success Manager**, you'll take the lead in shaping and enhancing the participant experience while supporting and guiding a dedicated team. This is your opportunity to make a tangible difference, not just for our clients but for a collaborative, high-performing team.

Your responsibilities will include:

- **Leading the Customer Journey**: Overseeing seamless onboarding, proactive engagement, and long-term retention strategies to improve outcomes for participants.
- **Driving Growth Strategies**: Expand our reach and building awareness of our services while ensuring sustainable growth. Developing innovative approaches to manage demand.
- **Managing and Mentoring**: Directly managing the Customer Success Team and fostering a collaborative, high-performance environment.
- **Building Stakeholder Relationships**: Developing partnerships with referral networks and key stakeholders like OPG and Child Safety to support smoother processes and better participant outcomes.
- **Enhancing Operational Excellence**: Identifying and implementing process improvements to reduce barriers, streamline operations, and allow staff to focus on client-facing work.
- **Quality Assurance**: Monitoring the quality of services provided to participants, ensuring compliance with best practices, and implementing continuous improvement initiatives.

**Why Join Us?**
- **Be at the Forefront of Change**: Join an organisation that understands the industry is transitioning, not declining. We are committed to leading this evolution and setting the standard for sustainable, high-quality service delivery.
- **Make a Difference**: Play a pivotal role in shaping how we support clients during this dynamic period of growth and transformation.
- **Join a Leading Provider**: As one of the largest providers in Queensland, we are dedicated to maintaining our reputation for excellence and delivering meaningful outcomes for clients and communities.
- **Collaborate and Innovate**: Work within a forward-thinking organisation that values innovation, embraces fresh ideas, and supports your contributions to our collective success.
- **Supportive and Dynamic Team**: Be part of a team that recognises your expertise, fosters creativity, and provides opportunities for growth and development.

**What We're Looking For**

We're seeking a proactive, collaborative leader who:

- Has experience leading similar initiative and delivering outcomes.
- Thrives on building relationships and fostering strong networks.
- Brings innovative thinking and a solutions-focused approach to challenges.
- Is passionate about improving processes and creating efficiencies.

Ready to take the next step in your career and help us make a real difference?
- We are committed to an inclusive environment where people feel comfortable to be themselves. We want our people to feel that all voices are heard, all cultures are respected and that a variety of perspectives are not only welcome - they are essential to our success._