Customer Success Team Leader

1 week ago

Canberra, ACT, Australia Rldatix Full time

RLDatix is on a mission to change healthcare. We help organizations drive safer, more efficient care by providing governance, risk, compliance, and workforce management tools that drive overall improvement and safety. Our suite of cloud-based software helps organizations reduce healthcare-acquired infections, report on adverse events, and ensure patient safety learnings are deployed effectively.

RLDatix is truly global, with over 1,800 employees worldwide in the UK, Europe, Middle East, Australia, Canada, and the United States allowing us to be at the forefront of global patient safety and Governance, Risk, and Compliance movement. We envision a world where patients have access to the best and safest care possible and our team is made up of people who truly believe in what we do. We're always looking for people who are passionate about making a positive change in healthcare to join our team. Come and make an impact in a growing organization committed to patient care

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**What You Will Do**:
As a senior member in the team, you will lead the team responsible for providing support for the deployed suite of Allocate products. You must be confident, motivated, and capable of prioritising your work effort and that of your team. You will be comfortable communicating at all levels within Allocate, with customers and the wider Allocate group.

You will exhibit leadership skills in managing team goals and priorities. The role is on the front line and the incumbent must be comfortable dealing at all levels including fellow technologists, non-technical clients, and end users.

You will be expected to support the development of a leadership and organisational culture that recognises the core Allocate values: Customer centred, creatively minded, passionate about outcomes and working as one. A desire to maintain your technical knowledge, learn new skills and a willingness to grow as a leader are traits we expect from any applicant. You will line manage a small team of support consultants and be part of the Defence Account Working Group.

**Key Responsibilities**
- Managing and prioritising team workload, driving and implementing new processes and driving forward ideas about how the team can work more effectively together
- Providing customer support and advanced technical support for any contracted products or solutions to meet or exceed SLA's
- Ensuring successful delegation and resolution of day-to-day problems and issues in-keeping with the contractual SLAs, escalating where necessary to the R&D team in UK
- Ensuring adequate liaison with the R&D team to ensure that due process is followed with new software release and products to the client.
- Set-up, manage and improve standards and procedures within the team.
- Ensure working practices are well defined and operational with mínimal disruption using technology to improve efficiency as appropriate.
- Manage the team and individual performance, technical and skills development.
- Review daily priorities and take appropriate action to ensure results are achieved.
- Provide input into the customer success strategy.

**Experience/Knowledge/Competencies You Will Need**:

- Proven track record of a support team leader role
- Working knowledge of ITIL framework and process
- Superb communication skills
- Customer-centric mind-set
- Detailed oriented
- Proactive and solution-focused
- Detailed understanding of MS SQL and basic database management
- Data-analysis and interpretation skills
- Business and finance acumen

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