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.

We are seeking a dynamic and experienced Customer Success Manager focused on onboarding to join our team. Our ideal candidate will engage and manage relationships with our customers, ensuring their satisfaction with our products and services, and driving retention and expansion of our customer base.

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.

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.

Apply now and be the driving force behind our continued success!

The role: 

You’ll be responsible for maintaining strong relationships across our top 30+ customers, in order to maximise value to Transvirtual. You’ll do this by building a relationship, establishing trust, mapping out their businesses and needs to define opportunities, including adjacent vertical, supporting their business lines not yet using transvirtual. 

You’ll work closely with our existing Customer Success manager who oversees the hundreds of clients we have today, as well as our Support Manager and Technical Product Support Lead. They will help ensure clients needs are completed giving you the support to focus on the commercial aspects of relationships. 

Key to your success will be developing a deep understanding of our products as well as the industry in which we operate in. This will empower you to direct the team on tasks and, where necessary, be autonomous when solving escalated client queries.  

Your focus will be: 

• Building relationships 

• Documenting and detailing out clients businesses to share learnings with the internal team and define opportunities for our growth 

• Report status updates to clients and keep internal stakeholders informed and accountable 

• Ensure client requests are closed to a high standard of satisfaction 

• Collate and share trends and client feedback with product and engineering to ensure improvements are made 

• Provide consultation to customers regarding the most effective use of Transvirtual platform in conducting business 

• Keep HubSpot & Confluence documentation up to date  

Why you will love this role: 

• Become a Client leader in a growing market: We have a growing list of customers in the ANZ markets and looking to expand into more sizable Enterprise level deals in an industry that is growing and evolving rapidly 

• Join a dedicated and experienced team: you’ll work alongside a dedicated and experienced team who have carved out a solid reputation for operational experience 

• Drive your initiatives to success: a large part of this role will have you bringing your own ideas and experiences to challenge how we’ve always done things. As a business we thrive on everyone’s initiative to grow the business.  

• Friendly, with a global presence: we are a fun team, largely based in Australia, but also Philippines, India, USA, and Pakistan. You’ll get the chance to collaborate with multiple teams who are all inclusive and open. 

 
Essential Skills / qualifications: 

• 5 years or more working as a CS or Account Manager in a SaaS or similar business 

• Proven capacity to develop unrivalled product knowledge in a new sector (or Logistics experience) 

• Excellent verbal and written communication skills 

• Experience managing a team, both in office and remote 

• Demonstrable experience working with teams to align on values and behaviours to make improvements  

Desired Skills: 

• Commercial university degree or equivalent  

• Understanding/experience of the logistics sector / SaaS businesses 

• Excellent communication and negotiation skills  

• Ability to connect with a range of customers and find key buying habits of prospects. 

• Great team player who understands the importance of working together to meet a common goal. 

About Transvirtual: 

Transvirtual is a modern SaaS business, delivering industry-leading logistics solutions.  

Inspired by his family’s involvement in the transport industry, our founder set out to build a truly configurable Transport Management System (TMS) that could adapt to the diverse needs of this sector. We’ve built on our unique selling point of configurability by developing a deep network which allows transport businesses to process more data, more effectively, through extensive integrations.  

Today we have evolved our product set beyond TMS and offer a complete logistics solution, expanding beyond Australia into New Zealand, USA and Canada. 

Our culture is constantly evolving, and we ensure strategic alignment through clear goals set using OKRs. We thrive on positive, consistent, and collaborative communication, necessary for a remote first business. We support that through fortnightly all hands meetings and Quarterly Workshops including Retros. 

We’re always looking for outstanding candidates to join us as Technology, Logistics and Growth experts. So, if you’re excited by this opportunity, we’d love to hear from you! 

The role:

In this newly created role, you will spearhead and lead our acquisition focus in the ANZ market for our industry leading Transport Management System (TMS). 

Established over 18 years ago in the Australian market, TransVirtual is a fully integrated platform connecting agents, carriers, and logistic businesses all over the globe. Its strength is in its simplicity and scalability, as well its ability to integrate multiple carriers for a full 360-degree view of your logistics business.   

This role is of strategic importance to open pathways to introduce our technology with transport and logistics companies all over ANZ. You will have a background in sourcing new business opportunities be it over the phone and face to face; and have extensive experience with negotiating high level deals that may be complex in structure.

Having knowledge of the logistics industry will be a huge benefit, but most importantly your ability to understand quicky the relationships and connections to unlock deals will be paramount. Because of the nature of these partnership opportunities, networking, connecting with key decision makers and having a presence online and in person at key events will play an important role in your success.  

In support, we have a resourceful and dedicated team with decades of experience in the logistics space. As we are making in-roads into this market, this role represents a unique opportunity to make your mark and help grow this exciting technology abroad.    

Your key stakeholders will be our Head of Sales and General Manager. 

Why you will love this role:

• Become a sales leader in a brand-new market: We have a robust plan to expand further in the ANZ market, to connect our platform to businesses in the ANZ market. Get in the door early to grow within the ranks of a fast paced and growing organization.   
• Join a dedicated and experienced team: you’ll work alongside a dedicated and experienced team who have carved out a solid reputation for operational experience.  
• Drive your initiatives to success: a large part of this role will you bringing your own ideas and experiences to meet the needs of our acquisition targets. As a business we thrive on everyone’s initiative to grow the business. 
• The team is built on accountability and trust: we have built our foundations on a Charter of Culture to support the team to meet milestones, drive to better performance and have open and honest communication…. always
• Friendly, remote team: we are a fun team, largely based in Australia, but also Philippines, India, USA, and Pakistan. You’ll get the chance to collaborate with multiple teams who are all inclusive and open.

Essential Skills / qualifications:

• 4+ years’ experience in a business development role. 
• Adept at sourcing and following up opportunities to meet sales targets.
• Excellent communication and negotiation skills
• Experience in managing a contact pipeline – CRM updates (we use HubSpot)
• Networking experience to connect with business owners and managers. 
• A proven talent for opening doors and negotiating strategic deals.
• Ability to think and act fast as directions change to meet sales quota 
  
  

Desired Skills:

• Marketing university degree or equivalent – maturity in your thinking is what we are after
• Understanding/experience of the logistics sector / SaaS businesses
• Excellent communication and negotiation skills – find and close deals.
• Ability to connect with a range of customers and finding key buying habits of prospects
• Great team player who understands the importance of working together to meet a common goal.

About TransVirtual:

TransVirtual is a modern SaaS business, delivering industry-leading logistics solutions. 

Inspired by his family’s involvement in the transport industry, our founder set out to build a truly configurable Transport Management System (TMS) that could adapt to the diverse needs of this sector. We’ve built on our unique selling point of configurability by developing a deep network which allows transport businesses to process more data, more effectively, through extensive integrations. 

Today we have evolved our product set beyond TMS and offer a complete logistics solution, expanding beyond Australia into New Zealand, USA and Canada.

Our culture is constantly evolving, and we ensure strategic alignment through clear goals set using OKRs. We thrive on positive, consistent, and collaborative communication, necessary for a remote first business. We support that through fortnightly all hands meetings and Quarterly Workshops including Retros.

We’re always looking for outstanding candidates to join us as Technology, Logistics and Growth experts. So, if you’re excited by this opportunity, we’d love to hear from you!

Position Type :

Type Of Hire :

Travel Percentage :

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

What you will be doing:

• Manages activities of an entire product line through several product managers.
• Establishes operational objectives and work plans and delegates assignments to subordinates.
• Objectives are reviewed by senior management to determine success of operation.
• Developing, modifying and executing company policies that affect immediate operations.
• Works on issues where analysis of situations or data requires an in-depth knowledge of organization objectives, implements strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results, and establishes and ensures adherence to budgets, schedules, work plans, and performance requirements.
• Manages the product revenue and profitability for the assigned product line(s).
• Completes product investment and profitability analyses, win/loss analyses, business alliance management of key partners and product management metrics.
• Regularly interacts with senior management or executive levels on matters concerning products and/or clients.
• Requires the ability to change the thinking of, or gain acceptance from others in sensitive situations without damage to the relationship.

What you bring:

• Minimum 10 years of experience in the financial services industry (preferably in product management discipline) as well as management and/or leadership experience. Pragmatic Marketing certification or equivalent is required.
• Bachelor’s degree in business or marketing or the equivalent combination of education, training, or work experience.
• This level requires the ability to communicate with all levels of management.
• Thorough knowledge of FIS products supported
• Requires general business skills, industry knowledge, financial management and planning skills, long-term vision and executive presence
• Effective presentation and interpersonal skills
• Knowledge of financial services industry and associated products
• Excellent skills in communicating ideas both verbally and in written form in a clear, concise and professional manner
• Ability to utilize judgment in decision making process and decisions related to job tasks
• Ability to communicate effectively with all levels of management in an organized, professional manner
• Client relationship management skills, understanding and focusing on clients’ needs, establishing credibility and building positive, professional, relationships with clients
• Team skills, including ability to establish and maintain effective working relationships with all levels within organization, internally and externally
• Requires strong time management skills, attention to detail and must be resourceful
• Analytical, problem-solving skills
• Project management skills; ability to prioritize and complete tasks
• Requires leadership and negotiation skills
• Flexibility, versatility, dependability

What we offer you:

• Competitive salary
• Attractive benefits
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern, international work environment and a dedicated and motivated team

#LI-OY1

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

ServiceNow is seeking highly motivated and professional individuals to join our Support Account Management (SAM) Services team and play a critical role in delivering world-class customer satisfaction, as SAMs help ServiceNow change the way people work.

The SAM will be delivering both proactive and reactive services and act as a central point of contact for all support-related activities. You will be a member of a highly skilled team focused on a select set of high profile, strategic customers whilst delivering a high-quality service.

Additionally, you will be responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively.

What you get to do in this role

• Present to all levels of management, including C-Level stakeholders.     
• Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.
• Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs.
• Drive regular scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on all open cases, changes, problems, and on-going projects.
• Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.
• Act as the facilitator between customers and ServiceNow with reference to mandatory upgrades, patches, and security requirements.
• Manage, document and report on performance against service level agreements (SLA's) and where SLA’s are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely.
• Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to be a champion of change.
• Review open cases, problems and changes communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution.
• Act as an escalation point for customer impacting business critical issues.