Customer Success Manager

🔥 29 minutes ago

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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

• Be an expert in ShiftCare, so you can guide users and answer their questions • Keep track of client activity, notes, and next steps clearly inside of HubSpot and ChurnZero • Maintain a portfolio of clients and conduct regular check-ins in line with set KPIs • Create content, including webinars, videos, training, check-in articles, documents, email templates, and other resources that make it easier for clients to grasp complex concepts • Pro-actively analyse customer product usage and evaluate account health • Translate customer data into appropriate actions • Coordinate resources to drive feature adoption • Communicate with clients about new features and product releases • Effectively communicate customer feedback to ShiftCare Product team • Cross-department collaboration, including but not limited to Support, Sales, Product, and Marketing • Escalate issues as needed. Have judgment on what is user error, poor training, bugs in the product, and feature request. • Use data and what you discover from client interactions to identify growth and expansion opportunities • Work closely with the Operations team to drive growth for clients who want to expand • Introduce clients to features that are not yet used or newly released • Work closely with the head of CS to develop and prioritise a list of key and strategic process improvement projects and initiatives for the Customer Success team, aimed at increasing core KPIs, team efficiency, and customer satisfaction • Champion software and constantly evaluate usage to make sure our customers are fully utilising product features

🎯 Requirements

• - 3-5 years of relevant experience in a related area, such as Customer Success or Account Management • - Minimum of 3 years experience working in a Customer Success role at a SaaS company • - Experience with working with customer data to identify and follow up with customers who are high priority, at-risk or need to grow • - Experience in conducting a EBRs and account reviews • - Empathetic to customer needs, and serve as a trusted adviser • - Be hungry, quick to learn, and quicker to execute • - Be a good communicator, both verbal and written. Able to explain concepts clearly and concisely • - Have a long-term vision of working and growing with a successful start-up and stay with the team for at least 2 to 4 years • - Detail-oriented. Keeping track of notes in our CRM is a must • - Must have a high-speed and stable primary and backup internet connection (at least 10 Mbps). Please note that we will require you to submit a document showing a screenshot of your speed test results. • **Nice to Have** • - Startup experience of 1 to 3 years • - Knowledge in building out CS processes via platforms such as HubSpot, Intercom, ChurnZero.

🏖️ Benefits

• **Why Join ShiftCare? • - 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. • - Professional Development Opportunities: • - Access various training programs, online courses, workshops, and coaching sessions for continuous professional and personal growth. • - Remote Work: • - Embrace a work-life balance with remote work options, supported by necessary technology and tools for efficient and effective performance. • At Shiftcare, we prioritise creating a workplace where employees can thrive both professionally and personally. • If you are a driven and experienced Customer Success Manager with a passion for health-tech and want an opportunity to be immersed in career defining work, we encourage you to apply