Customer Success Account Manager - Remote

Overview

At ShiftCare, our Customer Success Managers play a pivotal role in optimising workflows, analysing customer support trends, and ensuring the continuous improvement of our customer experience. This position requires a strategic thinker with a passion for driving efficiency and delivering exceptional service to our users.

In Short

• Be an expert in ShiftCare to guide users and answer their questions
• Keep track of client activity, notes, and next steps inside of HubSpot and ChurnZero
• Maintain a portfolio of clients and conduct regular check-ins in line with set KPIs
• Create content like webinars, videos, and training resources for clients
• Pro-actively analyse customer product usage and evaluate account health
• Translate customer data into appropriate actions
• Communicate with clients about new features and product releases
• Cross-department collaboration with Support, Sales, Product, and Marketing
• Use data to identify growth and expansion opportunities
• Work closely with the head of CS to develop key process improvement projects

Requirements

• Empathy and clear communication skills
• Tech-savvy and able to explain concepts clearly
• Ability to work Australian Eastern Standard time hours (9am - 6pm AEST)

Benefits

• Work remotely from home
• Be part of a growing team aligned towards customer success