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Customer Success Manager

2 weeks ago

Sydney, New South Wales, Australia Shiftcare Full time

**Who is ShiftCare?**

ShiftCare is a fast-growing SaaS scale-up and its innovative software is a market leader that helps Australian & American disability support providers, in-home aged carers, and allied health professionals streamline the way they work by creating efficiencies in rostering, client management, and billing, enabling businesses to grow.

**Responsibilities**
- **Product Mastery**: Develop an in-depth understanding of our product and its features, and work closely with customers to help them maximise the value of our solution.
- **Customer Relationships**: Build and maintain strong relationships with our customers, acting as their primary point of contact for any questions, concerns, or issues that may arise.
- **Onboarding Ownership**: Take ownership of the customer onboarding process, collaborate closely with different stakeholders to understand requirements, and ensure a seamless onboarding experience for our customers.
- **Customer Health Monitoring**: Monitor customer health and engagement metrics, and develop and execute 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 the company's NPS.
- **Customer Advocacy**: Represent the voice of the customer to internal teams, providing feedback and insights to help 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, with the ability to build relationships with customers and internal stakeholders.
- Experience providing Zoom training sessions to customers with a broad range of technical aptitudes.
- Excellent problem-solving skills, with the ability to identify and resolve complex issues.
- Demonstrated ability to manage multiple projects and customers simultaneously.
- **Technical Proficiency**: Familiarity with customer success metrics, and the 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 a bonus.
- **Work Ethic**: Ability to work independently and remotely, with a strong work ethic and time management skills.
- **Industry Familiarity**: Familiarity with our industry is a plus.

**Key Competencies**
- **Customer-Centric Mindset**: Always prioritising the needs and satisfaction of the customer.
- **Strategic Thinking**: Ability to see the bigger picture and contribute to the strategic direction of the customer success team.
- **Proactive Approach**: Taking initiative to anticipate customer needs and resolve potential issues before they escalate.
- **Adaptability**: Thriving in a fast-paced, dynamic environment with the ability to adapt to changing customer needs and priorities.

**Benefits**

Why join Shiftcare?

We offer a competitive salary along with a dynamic and collaborative work environment including:

- **Fast-track Growth**:
- Experience quick career advancement in our growth-oriented environment, ensuring your potential is recognised and rewarded.
- **Job Security**:
- Rest easy with stable ownership and meticulous team growth management, building your career on a foundation of stability and forward-thinking.
- **Floating Public Holidays**:
- Enjoy flexibility to celebrate preferred holidays or personal events with floating public holidays.
- **Employee Discount Marketplace**:
- Access a wide range of discounted products and services, enhancing your ability to save money and enjoy preferred items.

At Shiftcare, we prioritise creating a workplace where employees can thrive both professionally and personally.

Ready to redefine your career? Join ShiftCare and be part of a revolution in care delivery.