Customer Onboarding Manager

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ShiftCare

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

☁️ SaaS

⚕️ Healthcare Insurance

Healthcare • SaaS • Healthcare Insurance

ShiftCare is an easy-to-use software platform designed to streamline care management for support providers. It offers various features including rostering, invoicing, and human resources management, with a special focus on services like NDIS, aged care, and allied health. The platform enhances efficiency by integrating tasks such as scheduling, incident management, and document storage, reducing paperwork and allowing providers to dedicate more time to personalized client care. With seamless integration with accounting software, it simplifies financial aspects like billing and funds management, making it ideal for growing care businesses.

📋 Description

• Lead onboarding for new ShiftCare customers, from smaller teams of around 5 seats through to larger customers with 100+ seats. • Guide customers through setup, training, workflow design, and best-practice implementation. • Run onboarding calls, training sessions, check-ins, and follow-up meetings with confidence and structure. • Help customers understand how to use ShiftCare effectively based on their business needs and operating model. • Identify potential blockers early and take ownership of getting customers back on track. • Work through complex customer scenarios and translate them into practical ShiftCare workflows. • Ask strong discovery questions to understand each customer’s operational needs. • Help customers make good decisions about setup, roles, permissions, processes, scheduling, billing, and care operations. • Distinguish between training gaps, workflow issues, user error, bugs, and feature requests. • Escalate issues clearly and appropriately when support from other teams is needed. • Manage a busy onboarding workload across calls, meetings, follow-ups, and admin tasks. • Stay organised while handling multiple customers at different stages of onboarding. • Communicate proactively with customers so they know what is happening, what is expected of them, and what comes next. • Keep momentum high during onboarding and avoid letting customers drift or stall. • Maintain accurate and detailed onboarding records in HubSpot. • Keep notes, next steps, customer status, meeting outcomes, risks, and follow-up tasks up to date. • Use HubSpot consistently to manage your pipeline, prioritise work, and provide visibility to the wider team. • Treat CRM hygiene as a core part of the role, not an admin afterthought. • Ensure leadership can clearly understand the status, risks, and progress of your onboarding customers. • Deliver clear, confident product training to customers in live sessions. • Create or contribute to customer-facing enablement content such as short videos, walkthroughs, webinars, templates, and help resources. • Be comfortable explaining product concepts simply and clearly to different customer types. • Support customers in adopting underused or newly released features. • Look for opportunities to improve the onboarding experience through better resources, repeatable processes, and scalable training. • Share customer feedback, onboarding patterns, common blockers, and product insights with the wider team. • Help improve onboarding playbooks, templates, processes, and internal documentation. • Identify ways to make onboarding more efficient without reducing customer quality. • Contribute to a high-performance onboarding culture focused on outcomes, accountability, and customer success.

🎯 Requirements

• 2+ years of experience in onboarding, implementation, customer success, training, support, or a similar customer-facing SaaS role. • Proven experience leading customer calls, training sessions, or implementation meetings. • Strong experience using HubSpot or a similar CRM, with excellent hygiene and documentation habits. • Strong English communication skills, especially in phone and video-call environments. • Ability to manage a high volume of customer interactions without losing quality or attention to detail. • Strong problem-solving skills and comfort dealing with complex customer workflows. • A curious mindset and willingness to spend time understanding the product, customer use cases, and better ways of working. • Ability to work independently in a remote environment. • PH-based and able to work 9am–6pm AEST. • High-speed and stable primary and backup internet connection, minimum 10 Mbps. • A screenshot of your speed test results will be required.