Job description
Who is ShiftCare?
ShiftCare is a fast-growing SaaS scale-up and its innovative software is a market leader which helps Australian, American & Canadian disability support providers, in-home aged carers, and allied health professionals to streamline the way they work by creating efficiencies in rostering, client management, and billing, enabling businesses to grow.
We are looking for a motivated and experienced Senior Customer Success Manager to champion the high standard of excellence demonstrated by our team on a daily basis. Our ideal candidate will be responsible for engaging and managing relationships with our customers, ensuring their satisfaction with our product and services, and driving retention and expansion of our customer base. Very importantly, you will act as the key support and technical escalation point.
Responsibilities
Develop a deep understanding of our product and its features, and work closely with customers to help them get the most out of our solution
Build and maintain strong relationships with our customers, acting as their primary point of contact for any questions, concerns, or issues that may arise
Act as the key point of technical and support escalation
Take ownership of the customer onboarding process, collaborate closely with different stakeholders to understand requirements, and ensure the onboarding experience is seamless for our customers
Monitor customer health and engagement metrics, and develop and execute strategies to improve retention and reduce churn
Drive adoption and usage of our product by providing guidance, training, and best practices to our customers
Ensure SLAs are met and workload managed across all allocated onboarding setups
Build relationships with cross-functional teams (Operations, Engineering, Sales, Product, Marketing) to deliver the best experience for our clients and raise the company’s NPS
Represent the voice of the customer to internal teams, and provide feedback and insights to help drive product and service improvements
Proactively identify opportunities to upsell and cross-sell our services, and work with the Sales team to close new business
4+ years of experience in a customer success or professional, client-focused account servicing role, preferably within a SaaS business
Outstanding execution and product demonstration abilities
Strong communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders
Excellent problem-solving skills, with the ability to identify and resolve complex issues
Demonstrated ability to manage multiple projects and customers simultaneously
Familiarity with customer success metrics, and the ability to analyze and interpret data to drive action
Experience with CRM and customer engagement software (e.g. HubSpot, Intercom)
Previous experience working with timesheet, payroll, or accounting software a bonus
Ability to work independently and remotely, with a strong work ethic and time management skills
Familiarity with our industry is a plus
