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!
